Complaints Procedure

We take all complaints seriously and aim to resolve them quickly and fairly

Last updated: 7 March 2026

1. Our Commitment

At PRÆTOR, we are committed to providing a high-quality service. If something goes wrong or you are unhappy with any aspect of our service, we want to know about it so we can put things right and improve.

This procedure sets out how to make a complaint, what you can expect from us, and how we will handle your concern.

2. How to Make a Complaint

You can submit a complaint by contacting us through any of the following channels:

Email: support@praetor.health
Post: Praetor Health Limited, Arena Business Centre, 9 Nimrod Way, Wimborne, Dorset, BH21 7UH

When making a complaint, please include:

Your full name and email address associated with your account
Your order number (if applicable)
A clear description of the issue
What outcome you are seeking
Any supporting evidence (screenshots, correspondence, etc.)

3. Our Complaints Process

We follow a structured process to ensure every complaint is handled fairly and consistently:

Step 1: Acknowledgement

We will acknowledge your complaint within 2 working days of receipt, confirming we have received it and providing a reference number.

Step 2: Investigation

A member of our team will review your complaint, gather relevant information, and investigate the matter thoroughly. We may contact you for additional details during this stage.

Step 3: Resolution

We aim to provide a full response within 10 working days. If the matter is complex and requires more time, we will let you know and provide an updated timeframe. Our response will include an explanation of our findings and any actions we propose to take.

4. If You Are Not Satisfied

If you are not satisfied with our response, you may request an escalation review. This will be handled by a senior member of the team who was not involved in the original investigation. We will respond to escalated complaints within 10 working days.

If you remain dissatisfied after our internal process, you may refer the matter to an external body. As an e-commerce provider, you may use the European Commission's Online Dispute Resolution (ODR) platform or contact your local Citizens Advice Bureau for guidance.

5. External Resolution

The following organisations can provide independent advice or dispute resolution:

Citizens Advice

Free, independent advice on consumer rights and complaints.

Website: www.citizensadvice.org.uk

Trading Standards

For concerns about trading practices, contact your local Trading Standards office through Citizens Advice on 0808 223 1133.

6. How We Use Complaints

All complaints are logged, reviewed, and used to improve our services. We keep records of complaints in accordance with our Privacy Policy. Complaint records are retained for a minimum of three years.

We regularly review complaint data to identify trends and take proactive steps to prevent recurring issues.

7. Related Policies

For more information about our services and your rights, please see: