Complaints & Handling Policy

Vita Nutrition Group LTD
Last updated: 19/02/2026

At Vita Nutrition Group LTD, we are committed to providing a high standard of customer service.

This Complaints Handling Policy explains how we handle customer complaints in a fair, transparent and timely manner.

1. Our Commitment

We aim to:

2. How to Make a Complaint

If you are unhappy with any aspect of our products or services, please contact us using one of the following methods:

Please include:

3. Acknowledgement of Complaints

We aim to acknowledge receipt of all complaints within 2 business days.

4. Investigation Process

Once a complaint is received, we will:

5. Resolution Timeframes

We aim to provide a full response and proposed resolution within 10 business days, where reasonably practicable.

If a complaint is complex and requires additional time, we will keep you informed of progress.

6. Possible Outcomes

Depending on the nature of the complaint, possible resolutions may include:

All resolutions are offered in accordance with applicable consumer protection laws.

7. Escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated for further review.

We will conduct a further internal review and respond accordingly.

8. External Resolution

If a complaint cannot be resolved directly with us, you may have the right to seek independent advice or escalate the matter to:

We encourage customers to contact us first so we can attempt to resolve the matter promptly.

9. Record Keeping & Continuous Improvement

We maintain records of complaints and use feedback to:

10. Contact Details