Complaints Policy

Last updated: March 2026

1. Purpose

The purpose of this policy is to establish a fair, transparent, and accessible complaints procedure for users of TESSA Training and clients of Tessa Tools Ltd consultancy services. We are committed to listening to feedback and resolving concerns promptly and professionally. This policy ensures that all complaints are treated seriously and resolved in accordance with our values of integrity, transparency, and continuous improvement.

2. Scope

This policy applies to all complaints regarding:

• TESSA Training platform functionality, content, or user experience
• TESSA Training customer service or support
• Tessa Tools Ltd consultancy services
• Service delivery, professional conduct, or data handling

This policy does not apply to complaints about third-party services (e.g., payment processors) unless Tessa Tools Ltd is directly responsible.

3. How to Make a Complaint

3.1 Contact Methods

You may submit a complaint in any of the following ways:

3.2 Complaint Information

To help us investigate your complaint effectively, please provide:

• Your full name and contact information
• Date and time of the incident (if applicable)
• Clear description of the issue or complaint
• Details of any communications or interactions related to the complaint
• Evidence (screenshots, emails, logs) if available
• Outcome you are seeking

4. What to Expect

4.1 Acknowledgement

Upon receipt of your complaint, we will acknowledge it within 2 working days. Our acknowledgement will include a reference number, a summary of your complaint, and the name of the person investigating it.

4.2 Investigation

We will investigate your complaint thoroughly and impartially. The investigation timeline varies depending on complexity, but we aim to provide a full response within 10 working days. If investigation requires more time, we will contact you with an updated timeline.

4.3 Response

We will provide a written response that includes:

• Summary of the complaint and evidence reviewed
• Findings and conclusions
• Actions taken or proposed to resolve the issue
• Information about escalation and appeal procedures

5. Possible Outcomes

Depending on the nature and outcome of the investigation, we may:

• Uphold the complaint: Acknowledge that our service fell short and implement remedial action (e.g., refund, service improvement, policy change)
• Partially uphold the complaint: Acknowledge that some aspects of your complaint are valid and address those specific issues
• Not uphold the complaint: Determine that our service met the required standards and explain why we cannot implement the requested resolution
• Refer for external investigation: In cases involving safeguarding, data protection, or regulatory breaches, we may refer the matter to relevant authorities

6. Escalation

If you are not satisfied with our response, you may request escalation to senior management. Your escalation request must be submitted within 10 working days of receiving our initial response and should clearly state your reasons for disagreement. Senior management will review the case and provide a final response within 10 working days of receiving your escalation request. This is the final stage of our internal complaints procedure.

7. External Recourse

If you remain dissatisfied after completing our complaints process, you may pursue external remedies, including:

• Regulatory Complaint: For data protection concerns, contact the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113
• Legal Action: You may pursue claims in the courts of England and Wales in accordance with the Terms and Conditions
• Alternative Dispute Resolution: You may request mediation or arbitration through an approved provider

8. Accessibility

We are committed to ensuring that our complaints procedure is accessible to all users, including those with disabilities or language barriers. If you require assistance in submitting a complaint (e.g., large print, translation, telephone support), please let us know and we will provide appropriate support at no additional cost.

9. Confidentiality

We treat all complaints confidentially. Information about your complaint will be shared only with those directly involved in investigating or resolving it, unless you give explicit permission or we are legally required to disclose information (e.g., safeguarding concerns). We will not publicly disclose the details of your complaint without your consent.

10. Feedback and Continuous Improvement

We view complaints as valuable feedback that helps us improve. We regularly review complaint patterns and use this information to identify systemic issues, refine our policies, and enhance our services. We welcome suggestions for service improvements and will communicate changes we make as a result of complaints received.

11. Monitoring and Accountability

We maintain detailed records of all complaints received, investigations conducted, and resolutions implemented. These records are reviewed regularly to ensure compliance with this policy and to identify trends. Management oversight ensures that this complaints procedure is applied fairly and consistently across all services.

12. Contact Information

For complaints or inquiries about this policy, please contact:

• Email (General): hello@tessa-tools.org
• Email (Legal/Compliance): compliance@tessa-tools.org
• Address: Tessa Tools Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
• Website: https://tessa-tools.co.uk