Complaints Procedure
We believe every concern deserves to be heard, respected and addressed.
We believe every concern deserves to be heard, respected and addressed.
At WHOLE, we are committed to delivering a trusted, ethical and supportive experience for every member.
While we strive to provide the highest standards of service, we recognise that concerns, misunderstandings and unexpected issues can sometimes occur.
When they do, we want to hear from you.
Your feedback helps us improve our platform, strengthen our services and better support our community.
This Complaints Procedure explains how concerns can be raised, how they are reviewed and what you can expect from us throughout the process.
What can be reported?
Members may submit complaints relating to matters including:
- The WHOLE platform or website
- Lifestyle recommendations
- Artificial intelligence responses from Eira
- Consultations
- Billing or subscriptions
- Privacy concerns
- Data protection
- Technical problems
- Accessibility barriers
- Behaviour by members using WHOLE services
- Behaviour by WHOLE representatives
- Ethical concerns
- Any experience that falls below the standards described within WHOLE Standards
No concern is too small to raise if it affects your experience or confidence in WHOLE.
How to submit a complaint
Complaints may be submitted by emailing:
To help us investigate your concern, please include where possible:
- Your full name
- Your account email address
- A description of the issue
- The date the issue occurred
- Screenshots or supporting information if available
- The outcome you hope to achieve
Providing complete information helps us investigate more efficiently.
What happens after you submit a complaint?
Once your complaint has been received, WHOLE will:
- acknowledge receipt of your complaint;
- review the information provided;
- investigate the matter fairly and objectively;
- request additional information if necessary;
- determine an appropriate resolution where applicable;
- communicate the outcome to you.
Every complaint is assessed individually and with respect.
Our commitment to fairness
Every complaint will be considered without discrimination or prejudice.
We are committed to treating all members with dignity, professionalism and impartiality throughout the review process.
Submitting a complaint will never negatively affect your access to WHOLE simply because you raised a genuine concern.
Constructive feedback is welcomed and valued.
Resolution timeframes
We aim to acknowledge complaints as soon as reasonably possible.
Most complaints will be investigated and responded to within a reasonable timeframe depending on their complexity.
Where additional time is required, we will keep you informed of progress whenever reasonably possible.
Privacy
Information shared during a complaint is handled confidentially and only used for the purposes of investigating and resolving the matter.
Personal information will be managed in accordance with our Privacy Policy, POPIA and applicable privacy obligations.
Appeals
If you believe your concern has not been adequately resolved, you may request that the matter be reviewed again.
Where appropriate, WHOLE may conduct an additional review using information that was not previously available or where further clarification is required.
Our goal is always to reach fair, transparent and reasonable outcomes.
Learning from complaints
Complaints are more than opportunities to resolve individual issues.
They help WHOLE identify trends, improve our technology, strengthen governance and enhance the experience of every member.
Where appropriate, lessons learned from complaints may result in improvements to:
- Platform functionality
- Artificial intelligence safety
- Educational content
- Privacy practices
- Security measures
- Customer support
- Internal processes
Continuous improvement is one of WHOLE's core principles.
Emergencies
WHOLE's Complaints Procedure is not an emergency service.
If your concern relates to an immediate medical emergency, please contact your local emergency services or attend your nearest healthcare facility without delay.
Our promise
Every concern deserves respect.
Every member deserves to be heard.
WHOLE is committed to listening openly, acting responsibly and improving continuously.
Your feedback helps us build a safer, stronger and more trustworthy platform for everyone.
Thank you for helping us make WHOLE better.