We are committed to providing a high-quality service to all our customers. If something goes wrong, we want to know so we can put it right quickly and learn from the experience.
This page explains how to raise a complaint and what you can expect from us.
1. How to make a complaint
If you are unhappy with any aspect of our products, results or customer service, please contact us using one of the following methods:
Email: info@testmyfoodsensitivity.com
Postal Address: Test My Food Sensitivity, Suite 8091, PO Box 13240 Johnsonville, Wellington 6440, New Zealand
Please include:
- Your full name
- Order number (if applicable)
- Date of purchase
- A clear description of your concern
- Any supporting information (emails, screenshots, timelines)
2. What happens next
- We will acknowledge your complaint within 3 working days.
- We will investigate by reviewing your case, records, test data and communications.
- We aim to provide a full response within 10 working days. If more time is needed, we will update you with a revised timeframe.
Our responses will explain:
- What we have found
- Any steps we will take to resolve the issue
- Your options if you remain dissatisfied
3. If you are still unhappy
If you feel your complaint has not been resolved satisfactorily, you may request an internal review by a senior member of our team. We will reassess your case and provide a final response.
4. Support for vulnerable customers
If you find it difficult to communicate in writing or require additional support to make a complaint, please tell us. We will make reasonable adjustments, including offering a telephone discussion where appropriate.
5. Continuous improvement
We value all feedback. Complaints help us improve our service, processes and customer experience, and we genuinely appreciate you taking the time to contact us.