Utterly Better
How to raise a concern
Honest work includes being willing to hear when the service has fallen short. A complaint will not be treated as disloyal or inconvenient.
Steps
- Email our business email address with the subject "Complaint".
- Include your name, the relevant service/date, what happened and the outcome you are seeking. Do not send unrelated sensitive documents.
- We acknowledge the complaint within five working days.
- We aim to provide a substantive written response within 20 working days. If more time is reasonably needed, we explain why and give a new date.
- We may ask a focused question, review relevant records or propose a call. You may choose written communication instead.
Possible outcomes include an explanation, apology, correction, replacement session, proportionate refund, boundary clarification or a decision that no remedy is due. This process does not remove your consumer, data-protection or court rights. Data-protection concerns may also be raised with the ICO.