COMPLAINTS PROCEDURE

Document Code: AL-LGL-009

Version: 1.0

Status: Production Locked

Classification: Public

Effective Date: 24/07/2026

Last Updated: 24/07/2026

Next Review: Within 12 months or sooner if required by changes to legislation or business operations.

1. Purpose

ARONARO LABS LTD, trading as ARONARO Health™, is committed to providing high-quality products, services and customer support.

We recognise that concerns or complaints may occasionally arise and are committed to handling them fairly, promptly and transparently.

This Complaints Procedure explains how complaints can be submitted, investigated and resolved.

2. Scope

This procedure applies to complaints relating to:

Our website.
Books and publications.
Digital products.
Downloadable resources.
Educational content.
Customer service.
Accessibility.
Privacy and personal data.
Intellectual property concerns.
Affiliate disclosures.
General business interactions.

This procedure does not replace any statutory consumer rights available under UK law.

3. How to Submit a Complaint

Complaints should be submitted using the contact details provided on our Contact page.

Where possible, please include:

Your full name.
Contact details.
The nature of your complaint.
Relevant dates.
Any supporting information or evidence.
The outcome you are seeking.

Providing complete information helps us investigate your concerns efficiently.

4. Acknowledgement

We aim to acknowledge receipt of complaints within five (5) working days.

Acknowledgement confirms that your complaint has been received and is being reviewed. It does not indicate acceptance or rejection of the complaint.

5. Investigation

Each complaint will be assessed on its individual merits.

Where appropriate, we may:

Review relevant records.
Examine website content.
Assess order information.
Consult relevant documentation.
Request further information from you.
Seek independent professional advice where necessary.

Investigations will be conducted objectively and in good faith.

6. Response Times

We aim to provide a substantive response within twenty (20) working days of receiving all information reasonably required to investigate the complaint.

Where additional time is needed due to complexity, we will keep you informed of progress.

7. Possible Outcomes

Depending on the circumstances, outcomes may include:

An explanation.
Correction of factual information.
Rectification of an administrative error.
Replacement of defective digital content where appropriate.
Refund where legally required or otherwise considered appropriate.
Changes to internal processes.
No further action where the complaint is not upheld.

Each outcome will depend on the facts of the individual case.

8. Accessibility and Communication

We aim to communicate clearly, respectfully and professionally throughout the complaints process.

Where reasonably practicable, we will consider requests for alternative communication methods to support accessibility needs.

9. Privacy

Any personal information provided during the complaints process will be handled in accordance with our:

Privacy Policy.
Data Protection Statement.
Applicable UK data protection legislation.

Information will only be used for investigating and resolving the complaint unless otherwise required by law.

10. Escalation

If you remain dissatisfied after receiving our final response, you may have the right to seek advice or pursue other remedies available under applicable law.

Nothing within this procedure limits your statutory rights.

Where appropriate, complaints concerning specific legal or regulatory matters may also be referred to the relevant supervisory or regulatory authority.

11. Continuous Improvement

Complaints are reviewed to help improve our:

Products.
Publications.
Website.
Customer service.
Internal processes.
Accessibility.
Overall user experience.

We view constructive feedback as an opportunity to improve our services.

12. Changes to This Procedure

We may update this Complaints Procedure periodically to reflect changes in legislation, business operations or best practice.

The latest version will always be available on our website.

Related Policies

This Complaints Procedure should be read together with our:

Terms & Conditions.
Privacy Policy.
Cookie Policy.
Website Disclaimer.
Medical & Health Information Disclaimer.
Affiliate Disclosure.
Accessibility Statement.
Copyright & Intellectual Property Policy.
Data Protection Statement.