Complaints & Grievance Procedure
Tell us if something is wrong. We respond within 30 minutes.
Your experience matters to us. If something is not right, we want to hear about it and fix it. This page explains how to raise a concern and what happens next.
How to raise a complaint
You can reach us through any channel that suits you:
- Phone or WhatsApp: +880 1739-000501
- Email: info@chumwellness.com
- Or ask any team member to record your concern for you
Our 30-minute response commitment
We take complaints seriously and act fast. When you raise a complaint through any channel, our team will reach out to acknowledge it within 30 minutes, so you are never left waiting.
What happens next
After we acknowledge your complaint, we listen carefully, look into what happened, and keep you updated as we work towards a fair resolution. Where a therapist is involved, your concern is handled sensitively and confidentially.
If a concern is not resolved
If we cannot resolve a matter together, it may be referred to mediation or arbitration under the Arbitration Act, 2001, in accordance with the laws of Bangladesh.
Confidentiality of complaints
Raising a complaint never affects the quality or availability of your care. Complaints are handled privately and used to improve our service.