Complaints Policy

Last updated: 24 June 2026

We take complaints seriously. If something has gone wrong with our recipe content, studio services, or how we have handled your personal data, please tell us — we will investigate fairly and respond promptly.

1. Who This Policy Covers

This policy applies to customers and visitors of Thrivezybones, including users of thrivezybones.world and attendees of studio sessions at 36 Little St James's St, London SW1A 1NS.

2. How to Make a Complaint

Please provide as much detail as possible, including dates, order references, and what outcome you are seeking. Contact us by:

Email: question@thrivezybones.world (mark the subject line "Complaint")
Post: Complaints Team, Thrivezybones, 36 Little St James's St, London SW1A 1NS, UK
Telephone: +44 20 7491 4840 (weekdays, 09:00–17:30 GMT)

3. Our Response Process

Acknowledgement: within two working days of receipt.
Investigation: we review relevant records, speak to staff involved, and assess the matter against our policies and UK consumer law.
Final response: within fifteen working days. If we need more time, we will explain why and give a revised date.

4. Data Protection Complaints

Complaints about how we process personal data are handled under our Privacy Policy. You may also lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

5. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including rights relating to digital content and paid studio services. See our Return Policy for cancellation and refund information.

6. Alternative Dispute Resolution

If we cannot resolve your complaint, you may be entitled to refer the dispute to an approved alternative dispute resolution (ADR) provider. We will provide ADR contact details in our final response where applicable. EU consumers may also use the ODR platform at ec.europa.eu/consumers/odr.

7. Record Keeping

We retain complaint records for three years to monitor trends and improve our services. Personal data is processed in accordance with UK GDPR.