Complaints Procedure & Policy

Effective date: 22nd March 2026

Therapist Development Services is committed to delivering a high-quality learning experience and excellent customer service. If something does not meet your expectations, I would like to hear from you and resolve the issue promptly and fairly.

1. Purpose of This Policy
This policy outlines how you can raise a complaint about on-demand, online courses and how I will handle and resolve complaints.

2. What Constitutes a Complaint?
A complaint is any expression of dissatisfaction regarding:

  • Course content or quality

  • Technical issues affecting access or usability

  • Customer service or communication

  • Billing or payment concerns

3. How to Submit a Complaint
To ensure your complaint is handled efficiently, please contact me via:

  • Email:Ā helen@therapistdevelopmentservices.co.uk

  • Response Time: Within 2 business days

Please include the following details:

  • Your full name and email address used to purchase the course

  • Course name

  • A clear description of your complaint

  • Any relevant screenshots or supporting information

4. Complaint Handling Process
Once I receive your complaint:

  1. Acknowledgement:Ā I will confirm receipt within 2 business days.

  2. Investigation:Ā I will review the issue, which may include examining course access logs, content, or communication history.

  3. Resolution:Ā I would aim to provide a full response within 5ā€“10 business days.

If more time is required, I will keep you informed of progress and expected timelines.

5. Possible Outcomes
Depending on the nature of the complaint, outcomes may include:

  • Technical support or troubleshooting assistance

  • Clarification or additional guidance on course content

  • Partial or full refund (in accordance with the Refund Policy)

  • Access to alternative or updated materials

6. Escalation Process
If you are not satisfied with the outcome, you may request a re-review by replying to the response to your complaint within 7 days, where any new information will be considered and a review of your complaint will be carried outĀ to ensure it has been considered fairly and thoroughly.

If you remain dissatisfied, you may wish to seek independent advice or use an Alternative Dispute Resolution (ADR) service. You may also contact your payment provider.

7. Fair Use and Conduct
I am committed to respectful communication. I will not tolerate abusive, threatening, or inappropriate behaviour. In such cases, I reserve the right to limit or terminate communication.

8. Continuous Improvement
All complaints are recorded and reviewed to help me improve my courses, systems, and customer experience.

9. Contact Information
For all complaints and concerns, please contact:
Email:Ā helen@therapistdevelopmentservices.co.uk

I value your feedback and appreciate the opportunity to improve your learning experience.