Complaints Procedure

Our Commitments at Restiva™ 

At Restiva™, we are dedicated to continually improving our products and services through ongoing learning and by adapting to meet the needs of our valued customers. We take every complaint seriously and ensure that each one is acknowledged, investigated fully, and resolved with an appropriate response. This allows us to address any areas for improvement identified through the complaint process. 

 

Our commitment to customer satisfaction is at the heart of everything we do. We follow an effective and transparent process for identifying, receiving, recording, and resolving complaints, in line with best business practices.  

 

Complaints Policy 

Information about how to raise a complaint is detailed in our Complaints Policy, which is available either on our website or upon request. The policy identifies who our Complaints Manager is and provides contact details for further authorities that customers can approach if they are not satisfied with the outcome of their complaint. 

 

When a complaint is escalated to an external body, we fully cooperate with any independent reviews or investigations to ensure transparency and fairness. 

 

Complaints Manager 

Our dedicated Complaints Manager, Myer Rickards, oversees all complaints and ensures that they are managed effectively. With thorough training in handling complaints and customer service, Myer is well-equipped to investigate issues, address customer concerns, and recommend improvements. 

 

 

Customer Feedback, Concerns, and Suggestions 

 We encourage all our customers to share their experiences with Restiva, whether it’s through feedback, concerns, or suggestions. We value both positive and constructive feedback as it helps us enhance our range of holistic sleep and relaxation products. Should you wish to lodge a complaint, whether in writing or verbally, we will guide you through the process and provide the necessary information. 

 

Our team ensures that every customer understands that their experience with Restiva will not be impacted if they choose to share a concern or suggestion. If a verbal complaint is made, passed to management for review and investigation. 

 

We also maintain a Customer Feedback Register, managed by the Complaints Manager, which documents all feedback, our responses, and any improvements made as a result.  

 

Learning from Customer Feedback 

 At Restiva™, we believe that feedback and complaints present valuable opportunities for growth. Every piece of feedback is recorded, analysed, and shared with the team to ensure continuous improvement in the quality of our products and customer service. We routinely discuss feedback and complaints in team meetings to foster open communication and maintain a customer-centric approach. 

 

Investigation, Analysis, and Reporting 

 All complaints are thoroughly investigated to identify the root cause and prevent future occurrences. We analyse trends, identify areas for improvement, and implement changes where needed.  

 

Customers who file a complaint, along with any staff involved, will be kept informed throughout the investigation process. Any resulting changes will be communicated to the customer, ensuring transparency.  

 

We maintain a Complaints Register that documents each complaint, its category, a summary of the issue, actions taken, and any changes implemented to prevent future occurrences. This helps us audit complaints over time and identify any recurring patterns that need to be addressed. 

 

Confidentiality and Consent 

 We uphold strict confidentiality regarding all customer complaints. Information related to complaints is securely stored and accessible only to relevant members of our team. Restiva™ ensures that confidentiality is never compromised unless required by law. 

 

Restiva's Customer Complaints Procedure 

 At Restiva™, we strive for customer satisfaction and aim to exceed expectations with our holistic sleep and relaxation products. If you are ever dissatisfied with our products or service, we encourage you to let us know so that we can address your concerns promptly and find a solution that works for you. 

 

To make a complaint, you can contact our Complaints Manager, Myer Rickards, by in writing via email. All written complaints will be acknowledged within 3 working days, and a full response will be provided once the investigation is complete. If the complaint involves our product experts or suppliers, we may need to consult them during the investigation. 

 

If the Complaints Manager is unavailable, we will ensure that the details of your complaint are logged and passed on to management for a timely response. We keep comprehensive and confidential records of all complaints, which are securely stored and accessed only by authorised personnel. 

 

Contact Details for Complaints 

 You can send your complaint to: 

Restiva Customer Care 

Customer Care Department   

customercare@restiva.co.uk 

 

If the complaint takes longer than anticipated, we will update you every 20 working days on the progress and reasons for the delay. 

 

Once the investigation is completed, we will notify you in writing of the outcome. 

 

Escalation of Complaints 

If you are not satisfied with our response to your complaint, you can escalate the matter to external organizations for further review. Please see the contacts below for assistance: 

 

- Trading Standards: visit www.adviceguide.org.uk. 

- Citizens Advice Telephone: 0808 223 1133 

- Citizens Advice Website: https://www.citizensadvice.org.uk/consumer/ 

 

Review Date: October 2025