Complaints Policy
Complaints Policy
We care deeply about the experience every client has with us. If something has not met the standard you expected, we want to hear about it so we can look into it properly and put it right.
We are committed to providing a high standard of service across all of our programmes, mentorship, done-for-you work and digital products. We rarely receive complaints, but we believe every quality-focused business should have a clear, published process so that both our clients and our team know exactly what to expect.
This policy explains how to raise a concern with us, the stages your complaint will move through, and the timeframes we work to at each step.
1. Scope and how this policy works
In this policy, "we", "us" and "our" mean Laurie Burrows LTD, and "you" and "your" mean the person who has purchased, or is purchasing, our programmes, mentorship, done-for-you work or digital products ("Services").
This policy operates alongside our Terms of Purchase, available at https://www.laurieburrows.com/product-terms-and-conditions . It explains how we handle complaints. It does not change the terms on which our Services are sold. Where a complaint concerns a refund or cancellation, the eligibility for, and handling of, that refund is governed by our Terms of Purchase, and in the event of any conflict between this policy and the Terms of Purchase on refund eligibility, the Terms of Purchase prevail.
We may update this policy from time to time. The version published on our website at the time your complaint is received is the version that applies to your complaint.
2. How to raise a complaint
In the first instance, you should put your complaint in writing to [email protected] so that we have a clear record and can investigate it thoroughly. To help us respond as fully as possible, please include:
- Your full name and the email address associated with your purchase.
- The Service your complaint relates to.
- The relevant dates, and an order or invoice number if you have one.
- A clear description of the issue, with any supporting detail.
- The outcome or resolution you are seeking.
So that we have a fair and reasonable opportunity to investigate and resolve your complaint, you agree that, in the first instance, you will raise it with us directly through this process and allow us to work through the stages below before publishing it or otherwise communicating it more widely to third parties. Nothing in this paragraph prevents you from exercising any legal right you may have, from reporting a matter to a regulator or other competent authority, or from making any disclosure you are entitled or required by law to make.
3. Our complaints process
Stage One: Investigation and considered response
We will acknowledge your complaint within 5 working days of receiving it. We will then carry out a full investigation and provide our considered written response within 7 to 14 working days of receipt. Where your complaint relates to a refund request, you agree to attend a short resolution call as part of this stage before a refund decision is made. If you choose not to attend, we will review your complaint on the information available to us, which may affect the outcome. Any refund decision will be made in line with our Terms of Purchase and your statutory rights.
Stage Two: Escalation and senior review
If you are not satisfied with our Stage One response, you may escalate your complaint by writing to us within 10 working days of that response and explaining why you remain dissatisfied. A senior member of our team who has not previously dealt with your complaint will review it afresh and provide a further considered written response within 21 working days of the escalation.
Stage Three: Independent mediation
If your complaint remains unresolved after Stage Two, either of us may refer the matter to independent mediation through a recognised alternative dispute resolution provider, so that a neutral third party can help us reach a fair resolution. Each party will bear its own costs of mediation and share the mediator's fees equally, unless we agree otherwise in writing. Referral to mediation does not affect any legal remedy otherwise available to you.
4. Settlements, confidentiality and non-disparagement
If you accept a resolution or settlement that we offer in response to your complaint, that resolution is accepted in full and final settlement of the complaint and of all claims arising from or connected to it.
As a condition of any such settlement, both parties agree that: (a) the existence and terms of the settlement, and the underlying complaint, shall be kept strictly private and confidential and shall not be disclosed to any third party, save to the parties' professional advisers or as required by law or by a regulator; and (b) neither party shall make, publish or encourage any negative, derogatory or disparaging statement about the other party, its business, its services or its people, in connection with the complaint or its subject matter.
Nothing in this section prevents either party from making a protected disclosure, from reporting a matter to a regulator or law enforcement, from providing truthful information required by law or legal process, or from exercising any right that cannot lawfully be excluded.
5. Refund requests
Refund requests are handled through this complaints process and are assessed in line with our Terms of Purchase at https://www.laurieburrows.com/product-terms-and-conditions , which set out when refunds are and are not available, including the exclusions that apply once Services or bonuses such as 1:1 calls and personalised plans have been accessed or used. We consider every request carefully and on its own facts.
Nothing in this policy removes or reduces any statutory rights you may have under applicable law. Where the law gives you a right that cannot be waived, that right continues to apply.
6. Records and your data
We keep a record of complaints and how they were resolved so that we can continue to improve our Services. Any personal information you share with us is handled in line with our Privacy Policy at https://www.laurieburrows.com/product-terms-and-conditions.
7. Governing law and jurisdiction
This policy, and any complaint or dispute arising out of or in connection with it, is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any such dispute, subject to any statutory right you may have to bring proceedings in another jurisdiction.
Contact
[email protected]
Monday to Friday, 10am to 4pm
Laurie Burrows LTD
