How we will deal with complaints

If you wish to discuss any issues you have with the way you have been treated on our service, or the advice or information you have been given, please talk to your Momenta Coach. Most complaints can be sorted out quickly and easily by following this procedure.

  • If you are unable to reach a solution with your Coach, your complaint will be passed to our Health and Wellbeing Manager who will investigate the complaint and aim to write to you with our findings within ten working days.
  • If you are not satisfied with the outcome of the initial investigation, your issue will be escalated to the Director of Operations who will investigate further and aim to provide written feedback within ten working days.