THE INTELLIGENT HEALTH

THE SCIENCE OF LIFE

For customers, workers, contractors, suppliers, partners and other stakeholders

POLICY CONTROL

Policy owner  External People Lead / Complaints Lead

Approved by  CEO

Version  1.0  |  Effective 1/09/2026  |  Review  1/09/2026

Public contact complaints@theintelligenthealth.com

1. PURPOSE

Intelligent Health is committed to safe, responsible and transparent business practices, high-quality products and services, and respectful relationships. This policy explains how anyone affected by our activities can raise a complaint or concern and how we will assess, investigate, decide and respond.

It creates one consistent resolution framework while preserving the different rights and safeguards that apply to customer complaints, workplace grievances and whistleblowing disclosures. It supports early resolution, access to remedy, continuous improvement and our commitment to responsible and B Corp-aligned business practices.

2. WHO AND WHAT THIS POLICY COVERS

This policy may be used by customers and consumers; current and former employees and workers; contractors and agency workers; job applicants; suppliers and business partners; community members; and any other person affected by Intelligent Health’s products, services, operations or business relationships.

●      Product quality, damaged or incorrect goods, delivery, refunds, subscriptions, billing, accessibility or customer service.

●      Product safety, suspected contamination, allergens, labelling, packaging, misleading information or an adverse reaction.

●      Conduct, discrimination, harassment, bullying, working relationships, terms, decisions or treatment at work.

●      Human rights, ethical sourcing, environmental or community impacts within our operations or value chain.

●      Suspected wrongdoing in the public interest, including unlawful conduct, fraud, bribery, food safety breaches, concealment, regulatory non-compliance or danger to health and safety.

Matters already before a court, tribunal, regulator or insurer may still be acknowledged and risk-assessed, but our review may be limited or paused to avoid prejudicing those proceedings. Threats, abusive behaviour or suspected criminal conduct will be managed safely and may be referred to the police or another appropriate authority; this will not prevent us from considering the underlying concern where it is safe and appropriate to do so.

3. CHOOSING THE RIGHT ROUTE

You do not need to identify the correct route. We will triage the information, tell you which process applies and, where a concern has more than one aspect, coordinate the processes without reducing anyone’s rights.

4. OUR PRINCIPLES

●      Accessibility — concerns may be raised in writing or verbally. We will consider reasonable adjustments, language or communication support and alternative formats.

●      Independence — the case manager and investigator will be sufficiently impartial and will declare conflicts. No person who is materially implicated will decide the case or appeal.

●      Proportionality — the depth and speed of the review will reflect seriousness, urgency, complexity, risk and evidence.

●      Fairness — relevant people will have a reasonable opportunity to provide information and respond to material allegations, subject to safety, confidentiality and legal constraints.

●      Confidentiality — information will be shared only where there is a legitimate need to know. Absolute confidentiality cannot be guaranteed where disclosure is required to investigate, protect someone or comply with law.

●      No retaliation — victimisation, dismissal, disadvantage, threats or other retaliation for raising a genuine concern or participating in an investigation will not be tolerated.

●      Learning and remedy — where we caused or contributed to harm, we will consider practical and proportionate steps to put matters right and prevent recurrence.

5. HOW TO RAISE A CONCERN

Please use the most accessible channel available:

●      Email: complaints@theintelligenthealth.com.

●      Post: Unit 2, Atlas Business Centra, Oxgate Lane, London, NW2 7HJ

●      Web form: https://www.theintelligenthealth.com/pages/contact-us

●      Workers may also speak to their line manager, the People Lead, a senior leader or the Board contact named in the handbook. If the concern involves that person, use another senior contact.

Please provide, where possible: your name and contact preference; what happened, when and where; the product, batch or order details; who was involved; the impact; supporting information or witnesses; steps already taken; and the outcome you are seeking. A lack of documents will not automatically prevent a review.

6. ANONYMOUS AND CONFIDENTIAL REPORTS

Anonymous concerns will be considered, although anonymity can limit our ability to verify facts, ask questions or provide a personal outcome. A person may instead give their name and request confidentiality. We will make reasonable efforts to protect identity, explain any limits and consult before disclosure where practicable. Knowingly false or malicious allegations may lead to action; a concern raised honestly that is not upheld will not.

7. RESOLUTION PROCEDURE

Step 1 — Receive and protect We log the concern securely, check immediate risks, preserve relevant evidence and put interim safeguards in place where necessary. Product-safety, safeguarding, criminal, regulatory or serious retaliation risks are escalated immediately.

Step 2 — Acknowledge and triage We aim to acknowledge within two working days. We classify the concern, appoint a case manager, check conflicts, identify applicable rights and agree the preferred communication method. We may ask focused questions to clarify scope.

Step 3 — Early resolution, where suitable With the person’s agreement, lower-risk matters may be resolved quickly through an explanation, correction, replacement, refund, apology, facilitated conversation or another practical step. Early resolution is not used to suppress a whistleblowing disclosure, bypass a formal grievance request or avoid investigating serious risk.

Step 4 — Define the investigation The investigator sets clear issues, evidence sources, people to speak with, confidentiality controls and a proportionate timetable. Relevant records may include correspondence, order and batch data, policies, training, system records, CCTV where lawful, meeting notes and witness accounts.

Step 5 — Gather and test evidence The investigator approaches the matter neutrally, distinguishes fact from opinion, considers information both supporting and contradicting the concern, tests reliability and keeps a clear investigation record. Relevant individuals may be interviewed and given a fair chance to respond.

Step 6 — Decide and communicate A decision maker reviews the findings and decides whether each point is upheld, partially upheld, not upheld or cannot be determined. The written response explains the process, key findings, outcome, remedy or corrective action where appropriate, and review/appeal route. Personal data, confidential business information or employment action concerning others may be withheld.

Step 7 — Remedy, learn and monitor Actions are assigned to an owner and tracked to completion. We consider individual remedy, root causes, policy or training changes, supplier action, product controls and wider prevention. Themes are reported to senior leadership and the Board in anonymised form.

8. TARGET RESPONSE TIMES

These are service targets, not rigid deadlines. Urgent safety issues are acted on immediately. We will communicate promptly where the nature of the case, absence, external testing, legal advice or another proceeding requires a different timetable.

9. ADDITIONAL RULES FOR WORKPLACE GRIEVANCES

Workplace grievances will follow the Intelligent Health handbook and, as a minimum, a fair process consistent with the applicable Acas Code. Workers should usually set out a formal grievance in writing, but support will be provided where this is difficult. A grievance meeting will be held without unreasonable delay, followed by any necessary investigation and a written outcome.

●      An employee has the statutory right to be accompanied at a qualifying grievance hearing by a fellow worker or trade union representative. We may allow another companion as a reasonable adjustment or where otherwise appropriate.

●      The companion may address the hearing, confer with the employee and sum up, but may not answer questions on the employee’s behalf or prevent others contributing.

●      Where a grievance concerns another employee, separate disciplinary action may follow. The complainant will be told that appropriate action has been taken but will not normally receive confidential details of sanctions.

●      The grievance and whistleblowing routes may run together where a personal workplace concern also raises suspected wrongdoing in the public interest.

10. ADDITIONAL RULES FOR WHISTLEBLOWING

Whistleblowing is a disclosure by a worker about suspected wrongdoing that they reasonably believe is in the public interest. Examples include a criminal offence; breach of a legal obligation; miscarriage of justice; danger to health and safety; environmental damage; or deliberate concealment of any of these. A personal complaint is normally a grievance unless it also has a wider public-interest dimension.

●      Workers may report to the Whistleblowing Contact, the Managing Director or the nominated Board member. If all internal contacts are implicated or the worker reasonably prefers an external route, they may seek independent advice or contact an appropriate prescribed person or body.

●      Intelligent Health will not subject a worker to detriment or dismissal for making a protected disclosure. Retaliation concerns will be assessed urgently and may result in disciplinary or contractual action.

●      We will protect confidentiality as far as reasonably possible. Anonymous reporting is accepted, with the practical limitations explained above.

●      The person raising the concern will normally receive confirmation that the matter was considered and, where lawful and appropriate, a summary of the outcome. They may not receive confidential details about other people or regulatory advice.

11. PRODUCT QUALITY, SAFETY AND ADVERSE REACTIONS

All product-related reports are recorded with sufficient traceability. The case manager will capture the product name, batch/lot number, expiry or best-before date, order and retailer details, storage and use, symptoms or defect, photographs and availability of the product/packaging. Sensitive health data will be handled with additional care.

●      Potentially serious product-safety concerns are escalated immediately to the responsible product / quality lead and senior management.

●      We may quarantine stock, pause fulfilment, inspect supplier and manufacturing records, arrange testing, notify supply-chain partners, issue safety communications, or initiate withdrawal/recall procedures where justified.

●      We will make any required reports to relevant authorities and cooperate with official investigations. Consumers may also report food safety or hygiene concerns to their local authority using Food Standards Agency guidance.

●      A refund, replacement or goodwill gesture does not close a safety investigation if wider risk remains.

12. OUTCOMES AND REMEDIES

A concern may be upheld, partially upheld, not upheld, or recorded as unable to determine. Depending on the facts and our role in the impact, possible actions include:

●      an explanation, apology, correction, replacement, refund or other consumer remedy consistent with legal rights;

●      restoring access, correcting records or reversing an inappropriate decision;

●      support, facilitated resolution, reasonable adjustments or steps to prevent retaliation;

●      training, coaching, supervision, policy or process improvement;

●      supplier corrective action, contract review, testing, product withdrawal or recall;

●      disciplinary or other action, handled confidentially under the relevant procedure;

●      notification to insurers, professional advisers, regulators, law enforcement or other competent bodies where appropriate; and

●      monitoring to confirm that agreed corrective actions are effective.

13. REVIEW AND APPEAL

A person may request a review or appeal within 10 working days of the written outcome. They should explain why: the procedure was materially unfair; relevant evidence was overlooked or new evidence is available; the decision was not reasonably supported by the findings; or the remedy is clearly inadequate or disproportionate.

The appeal will be handled, wherever practicable, by someone not previously involved and with sufficient authority. It may be a document review or include a meeting and further enquiries. The appeal decision will be confirmed in writing and is final under this internal policy. This does not remove any external legal, regulatory, consumer or employment rights.

14. EXTERNAL ROUTES

We hope to resolve concerns directly, but this policy does not prevent contact with a regulator, local authority, prescribed whistleblowing body, Citizens Advice, Acas, a trade union, law enforcement, a court or tribunal, or another body with jurisdiction. Where a consumer dispute reaches deadlock, we will provide information about any applicable alternative dispute resolution route and whether Intelligent Health is required or willing to use it.

For food safety or hygiene concerns in England, Wales or Northern Ireland, the Food Standards Agency provides a local-authority reporting route. Scotland has its own arrangements through Food Standards Scotland and local authorities.

15. DATA PROTECTION, CONFIDENTIALITY AND RECORDS

Personal information will be processed for complaint handling, legal and regulatory compliance, safety, employment administration and legitimate organisational learning, in line with the Intelligent Health privacy information and retention schedule. Records will be accurate, relevant, access-controlled and retained only as long as necessary. Health information, whistleblower identity and allegations about individuals require particular care.

We may share information with relevant employees, investigators, advisers, insurers, laboratories, suppliers, authorities or regulators where necessary and lawful. Individuals may have data-protection rights, but these rights can be limited where disclosure would adversely affect another person’s rights, legal privilege, confidential references, crime prevention or an active investigation.

16. ROLES AND ACCOUNTABILITY

17. MONITORING AND CONTINUOUS IMPROVEMENT

We will review anonymised complaint and concern data at least quarterly, proportionate to volume. Measures may include acknowledgement and closure times, overdue cases, themes, upheld rates, remedies, repeat concerns, product/batch trends, retaliation reports, accessibility needs, corrective-action completion and stakeholder feedback. We will not use targets in a way that encourages premature closure or discourages reporting.

Material risks, recurring themes and overdue corrective actions will be escalated to senior leadership and the Board. Lessons may inform product design, supplier management, training, policies, customer information and B Corp impact improvement.

18. POLICY CONTACTS AND CONTROLS

APPENDIX: REFERENCE FRAMEWORK

This policy has been prepared with reference to the current Acas Code of Practice on disciplinary and grievance procedures; GOV.UK whistleblowing guidance and the Public Interest Disclosure Act 1998 framework; Food Standards Agency complaint and reporting guidance; UK data-protection principles; consumer rights and applicable alternative dispute resolution requirements.

Official guidance

●      Acas: acas.org.uk/acas-code-of-practice-on-disciplinary-and-grievance-procedures

●      Whistleblowing: gov.uk/whistleblowing

●      Prescribed persons and bodies: gov.uk/government/publications/blowing-the-whistle-list-of-prescribed-people-and-bodies--2

●      Food complaints and safety reporting: food.gov.uk/contact/consumers/report-problem

●      Data protection: ico.org.uk