Complaints Procedure Policy for Tracey Jones Academy.


At Tracey Jones Academy, we value your satisfaction and strive to provide excellent service. We understand that occasionally issues may arise, and we are committed to resolving complaints in a fair and timely manner. This policy outlines our complaints procedure to ensure that your concerns are addressed effectively.

1. Complaint Submission:
1.1. If you have a complaint regarding our online platform, products, or services, please contact our customer support team as soon as possible. You can reach us through  
1.2. When submitting a complaint, please provide detailed information about the issue, including relevant order or account details, dates, and any supporting evidence or documentation that can assist in the investigation.

2. Complaint Handling:
2.1. Upon receiving your complaint, we will acknowledge its receipt within [X] business days. We will provide you with a complaint reference number, which you should use for future reference and correspondence.
2.2. Our dedicated customer support team will review your complaint and investigate the matter thoroughly. This may involve gathering additional information, consulting relevant parties, or conducting internal assessments.
2.3. We will strive to resolve your complaint within a reasonable timeframe, typically [X] business days. If we anticipate that the investigation may take longer, we will inform you of the expected timeline and provide periodic updates on the progress.

3. Resolution and Communication:
3.1. Once a resolution has been determined, we will communicate the outcome to you. This will be done in writing, either via email or any other agreed-upon method of communication.
3.2. If your complaint is found to be valid, we will take appropriate actions to rectify the issue, which may include refunds, replacements, or other forms of compensation as deemed necessary.
3.3. In instances where your complaint is not upheld or a mutually agreeable resolution cannot be reached, we will provide a clear explanation of the reasons behind our decision.

4. Escalation:
4.1. If you are not satisfied with the resolution provided, you may request to escalate your complaint to a higher level of management. We will provide you with the necessary contact details and guidelines for escalation.
4.2. Upon receiving an escalated complaint, a designated senior representative will reassess the matter, conduct further investigations if required, and strive to reach a satisfactory resolution within [7] business days.
4.3. If, after exhausting our internal complaints procedure, you remain dissatisfied with the outcome, you may choose to pursue alternative means of dispute resolution, such as mediation or legal action.

5. Feedback and Improvements:
5.1. We value your feedback and consider it an opportunity for improvement. We encourage you to provide feedback on our complaints procedure and the overall customer experience.
5.2. We will periodically review and evaluate our complaints handling process to identify areas for enhancement and ensure that we continue to meet the highest standards of customer service.

Please note that this complaints procedure policy is intended to provide a general framework. Specific terms and conditions may apply based on the nature of the complaint, product, or service. We are committed to addressing complaints promptly, fairly, and in accordance with applicable laws and regulations.

Last updated: June 2023

Note: It is advisable to consult with legal professionals to ensure that your complaints

Tracey Jones


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Company Information

Tracey Jones Academy part of Chrysalis Mindset Coaching Ltd.

Co Reg No. 10212871

VAT No. GB345770679


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