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Complaints Procedure

Last updated: 5 June 2026

1. Purpose

This procedure explains how to raise a complaint about services provided by Drainingvital, including the PulseGrid platform and consultation sessions. We take all complaints seriously and aim to resolve them fairly and promptly.

2. How to Complain

You may submit a complaint using any of the following methods:

Please include your name, contact details, a description of the issue, relevant dates, and your preferred resolution.

3. Response Times

  • Acknowledgement: within 2 working days of receipt
  • Initial response: within 10 working days
  • Final resolution: within 28 working days (complex cases may require longer; we will keep you informed)

4. Investigation Process

Your complaint will be reviewed by a member of our team not directly involved in the matter. We may contact you for further information. Once investigated, we will provide a written response explaining our findings and any remedial action.

5. Escalation

If you are dissatisfied with our response, you may request escalation to Elena Marsh, Rhythm Architect, within 14 days of receiving our final reply. A senior review will be conducted within 14 working days.

6. Alternative Dispute Resolution

If your complaint remains unresolved, you may refer the matter to an approved alternative dispute resolution (ADR) provider. UK consumers may also seek guidance from:

7. Data Protection Complaints

Complaints relating to personal data handling may also be referred to the Information Commissioner's Office (ICO) at ico.org.uk or telephone 0303 123 1113.

8. Record Keeping

We retain records of complaints and their resolution for a minimum of 3 years for quality assurance and regulatory purposes.