Legal
Complaints & Resolution Procedure
Effective Date: 15 August 2026 · Last Updated: 15 August 2026
Purpose
Flo Meridian Institute™ (FMI) is committed to providing its programmes, services and communications with professionalism, integrity, fairness and care. We recognise there may be occasions when someone is dissatisfied with an aspect of their experience. This procedure explains how concerns and complaints can be raised, how FMI will respond, and the steps that may be taken to seek a fair and appropriate resolution. Raising a genuine concern or complaint will not result in unfavourable treatment.
What this procedure covers
A complaint may relate to matters such as the delivery or administration of an FMI programme or service, communication or customer service, conduct or professional behaviour, accessibility or reasonable adjustments, equality, dignity or respectful treatment, programme processes or agreed arrangements, payment administration, or another aspect of an individual's experience with FMI. Where a concern relates primarily to privacy or personal-data processing, it may be handled under FMI's Privacy Policy instead.
Raising a concern informally
We encourage concerns to be raised as soon as reasonably possible. Some concerns can be resolved quickly through an open conversation, clarification or practical action. You may raise an informal concern directly with Flo or through the appropriate FMI communication channel — FMI will seek to understand the concern and, where reasonably possible, resolve it without requiring a formal complaint. You are not required to pursue informal resolution where you do not consider it appropriate.
Making a formal complaint
If your concern has not been resolved informally, or you'd prefer to make a formal complaint from the outset, please submit it in writing. Where reasonably possible, please include your name and contact details, the programme, service or interaction concerned, a clear description of what happened, relevant dates or circumstances, any steps already taken to address the matter, the outcome or resolution you are seeking, and any relevant supporting information. You don't need to use legal or technical language — a clear explanation in your own words is sufficient.
Where to send a formal complaint
Formal complaints should be sent to welcome@flomeridianinstitute.com, using the subject line "Formal Complaint — Flo Meridian Institute". If email is not reasonably accessible to you, please contact FMI so an appropriate alternative can be discussed.
Acknowledgement of your complaint
FMI will normally aim to acknowledge a formal complaint within two working days of receipt. The acknowledgement may confirm the complaint has been received, identify any additional information reasonably required, explain the next stage of the process, and provide an indication of when a substantive response can be expected.
Reviewing the complaint
A complaint will be considered fairly and with appropriate attention to the information available. Depending on its nature, this may include reviewing relevant correspondence or records, considering applicable FMI agreements, policies or procedures, speaking with the person raising the complaint, and obtaining information from relevant FMI personnel or service providers where appropriate. The review will be proportionate to the nature and seriousness of the complaint.
Response and resolution
FMI will normally aim to provide a substantive response within 10 working days of receiving sufficient information to consider the complaint. Where the matter is complex or requires additional investigation, this may take longer — if so, FMI will aim to explain this and provide an updated timeframe. Depending on the circumstances, an appropriate outcome might include clarification or further explanation, acknowledgement of an issue, an apology where appropriate, correction of an administrative error, reasonable remedial action, or review or improvement of an FMI process. A particular requested outcome cannot be guaranteed.
If you remain dissatisfied
If you remain dissatisfied after receiving FMI's substantive response, you may request one internal review, explaining why you believe the matter remains unresolved and identifying any relevant information you believe should be reconsidered. Where FMI is operating with a small team and fully independent internal review is not reasonably possible, this will be explained transparently. FMI will aim to provide the outcome of the review within a reasonable timeframe; the internal review will normally conclude FMI's complaints process.
Fairness, respect and confidentiality
FMI will seek to handle complaints respectfully, objectively, fairly, proportionately, without unnecessary delay, and with appropriate sensitivity and confidentiality. Anyone raising a complaint is also expected to communicate respectfully throughout the process — a complaint will not be rejected simply because it challenges FMI or raises an uncomfortable issue. Information relating to a complaint is shared only where reasonably necessary to understand, investigate, respond to or appropriately record the matter, or where disclosure is otherwise required or permitted by law, and is handled in accordance with FMI's Privacy Policy.
Equality, accessibility and reasonable adjustments
FMI aims to ensure its complaints process is reasonably accessible. If you require a reasonable adjustment or an alternative way to raise or participate in a complaint, please let us know. Concerns involving equality, dignity, discrimination or inclusion will be considered consistently with FMI's Equality, Diversity & Inclusion Statement.
Complaints involving payment or contractual matters
Where a complaint concerns payment, cancellation, programme withdrawal or another contractual matter, FMI will consider the relevant agreement, applicable FMI policy and statutory rights alongside this procedure. Making a complaint does not, by itself, suspend an existing payment obligation or other contractual requirement unless FMI agrees otherwise or applicable law requires it.
Records and continuous improvement
FMI may retain appropriate records of complaints and their outcomes in accordance with applicable privacy and data-retention requirements. Where a complaint identifies an opportunity to improve an FMI process, service, communication or client experience, FMI may use the learning to support continuous improvement.
Contact
For questions about this procedure: welcome@flomeridianinstitute.com · Telephone & WhatsApp: +44 7486 538042.
Our commitment
FMI believes concerns should be heard and addressed with professionalism, fairness and respect. Where something has not gone as intended, our aim is to understand what happened, respond appropriately, and use relevant learning to strengthen the standard of service we provide.