Complaints Policy

The Story Massage Programme is committed to providing the best possible service that we can. We encourage all feedback from customers. We aim to resolve complaints quickly, fairly and effectively. We will:

  • Aim to resolve complaints in a professional and timely manner
  • Keep our customers informed of the progress of their complaint and the results of any investigation
  • Seek to learn from each complaint to improve future performance
  • Inform customers if changes have been made to services following their complaint

If you are unhappy with any service or training provided by the Story Massage Programme, we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.

If you want to complain, here’s what you can do:

You should make your complaint within 3 months of the event or problem occurring. At any stage, you can register a formal complaint by telephone, letter or email. Give as much information as you can, including times, dates, places and names. Contact the Story Massage Team on 01243 779600 (Mary Atkinson) or 07899 813659 (Sandra Hooper). Email:  or write to the Story Massage Programme, 101a Havelock Road, Brighton BN1 6GL.

You will get a first response within one week of receipt of your complaint, and a further response within four weeks.