Complaints Routing Policy

Support routing

Colonic Club can help route support issues about bookings, payments, Care Budget, product orders and platform access.

Treatment suitability, clinical judgement, hygiene, consent, records, aftercare and treatment complaints remain the responsibility of the independent provider.

Where a complaint involves both platform and treatment issues, Colonic Club may coordinate with the provider while keeping access to health information limited to what is necessary.

Safety and escalation

Serious safety, safeguarding, fraud, credential or restricted-service concerns may lead to provider suspension, payout holds or escalation to the relevant body where appropriate.