Complaints Procedure
If something hasn’t gone right, we want to know. Here’s how to raise a complaint and what to expect from us.
Purpose
This procedure sets out how Thinking ForWord Social CIC handles complaints from clients, website visitors, data subjects, and any other party. It applies to all services we provide.
Having a clear, documented complaints process protects both you and us, and demonstrates good faith to regulators including the ICO.
What counts as a complaint
A complaint is any expression of dissatisfaction — written or verbal — about:
- The quality or performance of any product or service
- How personal data has been collected, used, stored, or shared
- Billing, refunds, or contract terms
- The conduct or communication of anyone acting on our behalf
- A failure to respond or follow up within a reasonable time
How to submit a complaint
info@thinkingforwordsocial.com
+44 7958 787 464
Thinking ForWord Social CIC
Alloway House, 6 Alloway Place
Ayr, KA7 2AA
When submitting your complaint, please include your name, contact details, a description of the issue, any relevant dates or order references, and what outcome you are looking for.
Our response process
Stage 1 — Acknowledgement
We will confirm receipt within 3 working days. We will name the person handling your complaint and give an expected resolution date. Acknowledgement is not an admission of fault.
Stage 2 — Investigation
We aim to resolve complaints within 14 working days of acknowledgement. If more time is needed, we will let you know in writing before that deadline, with a revised date.
Stage 3 — Resolution
You will receive a written response setting out our findings and any action taken or remedy offered. Remedies may include a correction, apology, service credit, or refund where applicable under our Refund Policy.
Data and GDPR complaints
If your complaint relates to how your personal data has been handled, the same process applies. In addition:
- We will treat it as a data subject rights request and respond within 30 days as required by UK GDPR
- We will identify the lawful basis under which data was processed and explain any decisions made
- Where a breach may have occurred, we will assess our notification obligations to the ICO without undue delay
If you are not satisfied with our response, or if we fail to respond within 30 days, you have the right to escalate to the Information Commissioner’s Office (ICO):
ico.org.uk
0303 123 1113
Refund complaints
Complaints relating to charges or refunds are handled under this procedure and our Refund Policy. Refund requests should be sent to info@thinkingforwordsocial.com.
Limitation of liability
Our liability in respect of any complaint is limited to the amount paid by the client for services in the six months preceding the complaint, in line with our Terms of Service. We are not liable for indirect or consequential loss.
Review
This procedure will be reviewed annually or following any significant complaint, regulatory change, or update to our Terms of Service, Privacy Policy, or GDPR Compliance Statement.