1. Purpose
   At The Nirvana Collection — including Nirvana Spa, West Court Retreat, Gym 108, and Nirvana Health — we are committed to delivering exceptional experiences. This Complaints Policy outlines how members, guests and experience customers can raise concerns, and how we aim to resolve them promptly, fairly, and with transparency. Feedback, including complaints, helps us continuously improve the services we provide.
2. Scope
   This policy applies across all brands within The Nirvana Collection and is relevant to anyone wishing to raise a concern regarding our services, products, facilities, or the conduct of our staff.
3. What is a Complaint?
   A complaint is any expression of dissatisfaction about a product, service, or staff interaction across any part of The Nirvana Collection.
4. How to Make a Complaint
   Complaints can be made through the following channels:

• Phone: [0118 9897500]
• Online: [https://nirvanaspa.formstack.com/forms/nirvana_spa_feedback]
• In person: Speak to a manager at any of our venues.

Please include as much detail as possible, such as the nature of the issue, date and location, and any relevant evidence.

5. Acknowledging Your Complaint
   We will acknowledge all complaints within 3 working days, providing a reference number and expected timeline for a response.
6. Investigation Process
   Complaints will be reviewed by the most appropriate person or team, depending on the nature of the issue. We aim to resolve most complaints within 10 working days. For more complex matters, we will keep you informed throughout the process.
7. Outcome and Communication
   Following investigation, we will share the outcome with you, including any actions taken. This will be communicated in writing or by your preferred method of contact.
8. Resolution and Remedies
   If your complaint is upheld, possible resolutions may include:

• A full explanation or apology
• A refund or replacement where appropriate
• Staff training or procedural changes
• Other actions aimed at resolving the issue

9. Escalation Process
   If you are not satisfied with the resolution, you may request a review by a senior manager.
   Nirvana Spa: Operations Director
   West Court Retreat General Manager
   GYM 108 Club Manager and Nirvana Health Manager
   Where appropriate, unresolved issues may be referred to a relevant external body.
10. Confidentiality
    We treat all complaints sensitively and in line with data protection regulations. Information will only be used to resolve your complaint and improve our services.
11. Commitment to Improvement
    We regularly review complaints across the Collection to identify patterns and opportunities for improvement. Your feedback directly contributes to our growth and excellence.
12. Policy Review
    This policy is reviewed annually, or sooner if required, to ensure it remains current and effective.