1. Purpose

We are committed to providing professional, ethical and high‑quality coaching and advisory services. This procedure explains how Clients can raise concerns and how we will respond.

2. How to Raise a Complaint

Complaints must be submitted in writing to:

📩 Co******@*********th.biz
Subject: Formal Complaint – [Your Name / Organisation]

Please include:

1. Your name and organisation
2. The Programme you are enrolled in
3. A clear description of the issue
4. Any supporting evidence (emails, notes, screenshots, dates)
5. The outcome you are seeking

3. Acknowledgement

We will acknowledge your complaint within 3 business days.

4. Investigation Process

4.1 Your complaint will be reviewed by the Managing Director (or a delegated senior associate if applicable).
4.2 We may request further information to fully understand the issue.
4.3 Investigations are completed within 14 business days, unless circumstances require more time (in which case you will be informed).

5. Outcome

You will receive a written response detailing:

• our findings,
• any corrective actions,
• any changes made to our processes,
• Next steps where relevant.

6. If You Are Not Satisfied

If you feel your complaint has not been resolved, you may request:

• Escalation to an external reviewer, or
• Mediation, in accordance with Clause 18 of the Terms of Service.

We do not engage with:

• anonymous complaints,
• abusive or threatening communications,
• complaints relating to outcomes outside our control (e.g., business performance resulting from Client implementation).

7. Data Protection

All complaints are stored securely and processed in accordance with UK GDPR.