Complaints Procedure

1. Our commitment to you

2. What this procedure covers

This procedure applies to complaints about:

• The content or delivery of any of our programmes (Sprint, Bootcamp or Accelerator)
• A Bridge session, our one hour one to one
• Our free guides, calculators, guide audio, webinars and events, whether or not you have paid us anything
• Our website or online resources
• Communication from us, including emails, WhatsApp messages and social media
• Customer service or administrative issues
• Billing, payment or refund issues
• Conduct of staff or contractors acting on our behalf
• Any other aspect of our service that falls below the standard you reasonably expected

If you are a participant in a group programme and have a concern about the conduct of another participant, please raise it with us directly. We will handle it sensitively and in accordance with this procedure where appropriate.

3. How to raise a complaint

Please email your complaint to patricia@tenant2owner.co.uk

Please include:

1. Your full name
2. The programme you are (or were) enrolled in
3. A clear description of what went wrong
4. When it happened (dates if possible)
5. What outcome you are hoping for

You are welcome to raise a complaint at any time. However, the sooner you let us know, the easier it will be for us to investigate and resolve the issue.

4. What happens next

Our complaints process has five stages:

Stage 1: Acknowledgement (within 2 working days)

When we receive your complaint, we will:

• Send you a written acknowledgement by email
• Give you a complaint reference number
• Let you know who is handling your complaint
• Tell you what to expect next

Stage 2: Investigation (working days 3 to 15)

We will:

• Review the information you have provided
• Speak to any relevant staff or contractors
• Review records, emails or other relevant materials
• Contact you if we need more information or clarification

Where possible, we will try to resolve your complaint informally during this stage. If we can, we will confirm the resolution in writing and close the complaint.

Stage 3: Written response (within 15 working days)

If the complaint cannot be resolved informally, we will send you a written response that includes:

• A summary of your complaint
• What we found during our investigation
• Whether we uphold your complaint in full, in part, or not at all
• What we propose to do about it (if anything)
• How to request a review if you are not satisfied

If we need more time to investigate, we will let you know before the 15-day deadline, explain why, and give you a revised timeframe.

Stage 4: Review (if you are not satisfied)

If you are not satisfied with our response, you can request a review within 14 days of receiving it.

We are a small company, so we will not pretend that an independent panel exists. In most cases Patricia will carry out the review herself, taking the complaint afresh rather than defending the first answer. Where the complaint is about Patricia personally, or where a second view would clearly help, we will ask a suitably qualified external reviewer to look at it and we will tell you who they are. At the review stage we will:

• Re-examine the complaint and the original response
• Consider whether the investigation was fair and thorough
• Decide whether the outcome was reasonable
• Consider any new information you have provided

You will receive a written decision within 10 working days of receiving your review request.

Stage 5: Final response (within 8 weeks)

All the timings in this procedure are counted in working days, except the 8 week final response deadline, which runs in calendar weeks from the date we received your complaint. We aim to resolve all complaints within 8 weeks of the date we received them. If we are unable to do so, we will write to you explaining why and let you know when you can expect a final response.

5. If you are still not satisfied

If you have been through our full complaints process and are still not satisfied, you have the following options:

Alternative dispute resolution (ADR)

ADR is a way of resolving disputes without going to court. An independent third party (such as a mediator) helps both sides reach an agreement. We are willing to consider ADR where appropriate and will engage in good faith if you choose to pursue it.

The Property Ombudsman

Although we are not currently a member of The Property Ombudsman scheme (as our programmes are educational, not transactional), we may join a relevant ombudsman or ADR scheme in the future. If we do, we will update this procedure to reflect that.

Trading Standards

You can contact your local Trading Standards office if you believe we have broken consumer protection law. You can find your nearest office through the Citizens Advice website at citizensadvice.org.uk.

Court action

You have the right to take legal action through the courts. For most consumer complaints, the small claims track of the County Court is the most appropriate route. We would encourage you to seek legal advice before doing so.

6. How we record and learn from complaints

We keep a record of every complaint we receive. This record includes:

• The date the complaint was received
• The nature of the complaint
• How it was investigated
• The outcome
• Any action taken as a result
• Whether the complainant was satisfied with the outcome

We review complaint records regularly to identify patterns, improve our services and ensure we are meeting the standards we have set for ourselves.

7. Confidentiality

All complaints are handled in strict confidence. We will only share information about your complaint with those who need to be involved in resolving it.

If your complaint involves another person (for example, a fellow participant), we will handle the matter sensitively and will not disclose your identity without your consent, unless we are required to do so by law.

8. Unreasonable or persistent complaints

We are committed to resolving complaints fairly. However, we consider a complaint to be unreasonable if it is:

• Repeated after we have already given a final response on the same issue
• Abusive, threatening or personally directed at a member of staff
• Made with the intent to cause disruption rather than to resolve a genuine concern

In these cases, we may decline to investigate further and will write to you to explain why. We will still treat you with respect and will explain your remaining options, including any external routes available to you.

9. Contact details for complaints