When a dispute is received we will;

1. Immediately acknowledge it, confirming receipt and providing contact information for a staff member .
2. Gather all relevant facts, documents assess the severity and prioritise accordingly.
3. Take responsibility to help de-escalate the situation even if the fault is not immediately clear
4. Offer a resolution, such as a refund.
5. Follow up with the customer to ensure they are satisfied with the solution and to demonstrate that their feedback is valued.
6. If you would like to make a complaint about our website content, contact us via email at [email protected]
7. All complaints will be reviewed and resolved within 5 business days.
8. Outcomes of an investigations/reviews will be communicated to the complainant.
9. Appeals or requests for any decision made should be presented to [email protected]