Complaints Policy

1. Purpose

edvocat limited is committed to providing a professional, supportive, and transparent service. We recognise that, on occasion, you may wish to raise a concern or complaint. This policy explains how we handle complaints fairly, consistently, and promptly.

2. Scope

This policy applies to all services provided by edvocat limited, including memberships, hourly support, digital resources, and advocacy services.

3. How to Complain

If you are unhappy with our service, please contact us as soon as possible:

• Email: edvocatuk@gmail.com
• Post: Complaints, edvocat limited, 4 Tilesford, WR10 2LA, United Kingdom

To help us address your concern quickly, please include:

• Your name and contact details
• Details of the service or issue concerned
• Any supporting documents (if relevant)

4. How We Will Handle Your Complaint

• We will acknowledge your complaint within 5 working days.
• We aim to provide a full written response within 14 working days. If we need longer, we will explain why and provide an updated timescale.
• Complaints will be handled confidentially and only shared with staff directly involved in resolving the issue.

5. Outcomes

We will explain the outcome of our investigation and, where appropriate, set out actions we will take to put things right or improve our service.

6. Escalation

If you are not satisfied with our response, you may escalate your complaint to relevant external bodies:

• Information Commissioner’s Office (ICO): for concerns relating to data protection (ico.org.uk/make-a-complaint)
• Trading Standards or Citizens Advice: for general consumer complaints
• For legal matters, you may wish to seek independent legal advice

7. Review

This policy will be reviewed annually to ensure it remains up to date and effective.