Tramp Health

We take complaints seriously. Whether your concern is about the Club, a treatment, our app, our staff, billing, or how we’ve handled your personal data, we want to hear about it and put it right.

This page explains how to raise a complaint, what we’ll do with it, how long it will take, and what your options are if you’re not satisfied with our response.

1. How to raise a complaint

You can raise a complaint with us in any of these ways:

• Email: membership@tramphealth.co.uk
• In person: speak to the Membership Team at the Club, 36 Jermyn Street, London, SW1Y 6DN
• By post: Complaints, Tramp Health (Mayfair) Limited, 36 Jermyn Street, London, England, SW1Y 6DN
• Via the app: use the AI Concierge or in-app chat to tell us what’s happened and we will route it to the right team

You do not need to use any particular form of words. Plain English is fine.

2. What it helps to include

Where possible, please tell us:

• Your name and the email address registered on your Member account
• A short description of what happened
• When it happened (date and approximate time if relevant)
• Where it happened (Club premises, a specific treatment, the app, etc.)
• The name(s) of any team members involved, if you know them
• What outcome you would like

You don’t have to provide all of this — give us what you can and we will follow up if we need anything else.

3. Acknowledgement and timescales

• We will acknowledge receipt of your complaint within 5 working days
• We aim to provide a full response within 30 calendar days
• For data-protection complaints (UK GDPR / Data Protection Act 2018), we will respond within one calendar month in line with Article 12(3) UK GDPR
• For complex complaints we may extend this period by up to a further two months and will tell you if we need to do so, and why

4. How we handle your complaint

Your complaint will be reviewed by the most senior team member not personally involved in the matter, so that the review is impartial. We will:

• Investigate the facts, including speaking to any team members involved and reviewing relevant records
• Take any immediate corrective steps if your health, safety or wellbeing is at risk
• Respond in writing with our findings and any action we are taking
• Where appropriate, offer a remedy — this may include an apology, a refund or credit, a change to a service, or staff retraining

We treat all complaints in confidence and only share information internally on a need-to-know basis. Making a complaint will not affect your Membership or your access to any service.

5. If you are not satisfied with our response

If you are not satisfied with how we have handled your complaint, you have several options.

5.1 Internal escalation

Ask us to escalate your complaint to the Managing Director by emailing membership@tramphealth.co.uk with the subject line “Escalation”. The Managing Director will personally review the matter and respond within 21 calendar days.

5.2 Data-protection complaints — Information Commissioner’s Office

If your complaint is about how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection:

• Website: ico.org.uk
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You do not need to contact us first before going to the ICO, although we would normally appreciate the chance to put things right.

5.3 Clinical and treatment complaints — professional regulators

If your complaint relates to clinical care or treatment provided by a regulated practitioner (for example, a doctor, nurse, physiotherapist or nutritional therapist) at the Club, and you are not satisfied with our response, you can raise the matter directly with the practitioner’s regulator:

• Doctors — General Medical Council, gmc-uk.org
• Nurses and midwives — Nursing and Midwifery Council, nmc.org.uk
• Physiotherapists, dietitians, occupational therapists and other allied health professionals — Health and Care Professions Council, hcpc-uk.org

We will, on request, tell you which regulator a specific practitioner is registered with.

5.4 Billing and consumer complaints

For billing disputes you have been unable to resolve with us directly, you may contact:

• Citizens Advice Consumer Service — 0808 223 1133 or citizensadvice.org.uk
• For Direct Debit issues, your bank under the Direct Debit Guarantee
• For card payment disputes, your card issuer’s chargeback process

5.5 Records

We keep records of all complaints, our responses and any remedies for 6 years from the date the complaint is closed. These records are held under UK GDPR Article 6(1)(f) (legitimate interest in evidencing how complaints are handled) and Article 17(3)(e) (defence of legal claims). They are kept under strict access controls and are reviewed periodically.

6. Whistleblowing and safeguarding

If your concern is about the safety of a child or vulnerable adult, do not use this complaints process — please contact the Membership Team in person immediately, or in an emergency dial 999.

If your concern is about suspected illegal or unethical conduct by Club staff or contractors, please contact our Data Protection Officer at francesco@tramphealth.co.uk. Whistleblowing disclosures are protected by the Public Interest Disclosure Act 1998.

7. Contact

T HEALTH (MAYFAIR) LIMITED trading as Tramp Health
36 Jermyn Street, London, England, SW1Y 6DN
Company number: 16466842

Complaints: membership@tramphealth.co.uk
Privacy / Data Protection: privacy@tramphealth.co.uk
Membership: membership@tramphealth.co.uk
General: support@tramphealth.co.uk
Data Protection Officer: Francesco Calosci — francesco@tramphealth.co.uk