Complaints Procedure

1. Purpose

This procedure explains how to raise a complaint about our website, subscription services, billing, or member support. We take all complaints seriously and handle them fairly, promptly, and in line with UK consumer protection standards.

2. How to Complain

You may submit a complaint by any of the following methods:

• Email: callme@shoulderoeglowur.world (mark subject line "Complaint")
• Telephone: +44 (0) 115 946 0323 (Monday–Friday, 09:00–17:30 GMT)
• Post: Complaints Team, Shoulderoeglowur, 2 Manor House Rd, Long Eaton, Nottingham NG10 1LR
• Online: Contact form with "Complaint" in your message

3. What to Include

Please provide your full name, account email (if applicable), a clear description of the issue, relevant dates, and your preferred outcome. Supporting documents may be attached to help us investigate.

4. Our Process

• Acknowledgement: Within two working days of receipt
• Investigation: We will review your complaint and may contact you for further information
• Response: A substantive reply within fifteen working days. If more time is needed, we will explain why and provide a revised date
• Resolution: Where appropriate, we will offer a remedy such as a refund, account credit, or service adjustment in accordance with our Return Policy

5. Escalation

If you are dissatisfied with our final response, you may request escalation to Eleanor Whitfield, Programme Director, within fourteen days. A senior review will be completed within ten further working days.

6. External Routes

If your complaint remains unresolved, you may seek guidance from:

• Citizens Advice: citizensadvice.org.uk
• Information Commissioner's Office (data protection matters): ico.org.uk

Your statutory rights under the Consumer Rights Act 2015 are not affected by this procedure.

7. Record Keeping

We retain complaint records for three years to monitor service quality and identify recurring issues. Personal data is handled in accordance with our Privacy Policy.