We want you to be comfortable and well looked after at every stage of working with Piotr Kardas, a sole trader trading as HealthySwitch.Me ("we", "us", "our"). Most concerns can be settled quickly and informally, often with a short conversation. If something has not gone the way you expected, we would genuinely like to know, so that we can put it right and improve. Raising a concern will never affect the care and respect with which you are treated.

This Complaints Procedure explains how to tell us if you are unhappy about any part of the paid fifteen-minute video consultation, an online appointment, a home visit, an exercise plan, an exercise toolbox, this website, or any other service we provide (together, "the Services"). It should be read alongside our General Conditions of Service and our Privacy Policy.

Nothing in this procedure affects your statutory rights as a consumer under the law of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Using this procedure does not require you to give up any legal right, and it does not stop the clock on any time limit that applies to a legal claim.

1. Step one: raise it with us directly

If you can, the quickest route is to speak to Piotr about it first. Many concerns are simply a misunderstanding or something easily corrected, and a short, calm conversation during or after a session, or by email, is often all that is needed. You are welcome to raise anything at all, however small it may seem. If you would prefer not to raise it in person, that is completely fine, and you can go straight to step two.

2. Step two: make a formal complaint

If your concern is not resolved informally, or you would rather put it in writing from the outset, please send your complaint in writing to:

  • In writing to: Piotr Kardas, the person responsible for the Services and for complaints
  • By email: contact@healthyswitch.me
  • By post: 167-169 Great Portland Street, 5th Floor, London W1W 5PF

To help us look into things properly and respond in full, it is helpful (but not essential) if you can include:

  1. your name and the best way to reach you;
  2. what the complaint is about, with relevant dates where you can recall them;
  3. what has happened and why you are unhappy; and
  4. what you would like us to do to put things right.

You do not need to use any particular form of words or any legal language. Please tell us in your own words.

If it is difficult for you to make a complaint in writing, please email us and we will take your complaint that way, or agree another format that works better for you. We will make a brief written note of what you tell us, so that the timescales in section 3 apply in the same way.

3. How we will handle your complaint

Your complaint will be looked into personally and fairly by Piotr Kardas, who is responsible for the Services and for handling complaints. We will:

  1. acknowledge your complaint in writing within five (5) working days of receiving it, so you know it has reached us and is being dealt with;
  2. look into it carefully and, where helpful, ask you for any further detail we need; and
  3. send you a full written response within thirty (30) working days of the date we acknowledged it.

If, in an unusual case, we need longer than thirty working days (for example, where a matter is complex or a key person is unavailable), we will write to you before that period ends to explain why, and to give you a realistic date by which you can expect our full response. We will keep you updated in the meantime.

In this procedure, "working days" means Monday to Friday, excluding public holidays in England.

4. Confidentiality

We will treat your complaint sensitively and in confidence. Any personal information, including any health information you share, will be handled in line with our Privacy Policy and applicable data protection law (UK GDPR and the Data Protection Act 2018), and used only to look into and respond to your complaint, unless the law requires or permits us to use it otherwise. This may include sharing your complaint with our insurers and professional advisers where reasonably necessary, under a duty of confidentiality, as described in our Privacy Policy. Raising a complaint will not affect the quality of the Services you receive.

5. If you are still not satisfied

We hope to resolve every concern directly, and in most cases we expect to. If you have received our full response and remain unhappy, please tell us, and we will review the matter once more and confirm our final position to you in writing. Once we have confirmed our final position, we may not respond further to correspondence about the same matter unless it raises significant new information.

We are a private, independent service and are not a member of an alternative dispute resolution (ADR) scheme. If, after our final response, we have not been able to settle your complaint between us, we will confirm this to you in writing and give you the name and website of a certified ADR body that would be competent to consider it: [CTSI-CERTIFIED ADR BODY, name and website, for Adam/solicitor to confirm]. We are not obliged to take part in ADR and have chosen not to participate, so this information is provided for your benefit; it does not limit your options. Your statutory rights as a consumer remain fully available to you, and you are always free to seek independent advice or to pursue a claim through the courts. In England and Wales, lower-value claims are usually dealt with on the small claims track of the County Court; if you live in Scotland or Northern Ireland, your local courts may also be available to you. Free, impartial consumer guidance is available from Citizens Advice.

If your complaint is specifically about how we have handled your personal information, and you are not satisfied with our response, you also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk or on 0303 123 1113. We would, however, appreciate the chance to address your concern first.

6. Our contact details

  • Piotr Kardas, trading as HealthySwitch.Me (a sole trader), the person responsible for the Services and for complaints.
  • Email: contact@healthyswitch.me
  • Complaints / correspondence address: 167-169 Great Portland Street, 5th Floor, London W1W 5PF

This procedure takes effect from 1 October 2026.