1. Our Commitment

At Get Guide On, we strive to provide excellent service to everyone who uses our guidance. However, we recognise that sometimes things can go wrong. When they do, we are committed to putting things right.

This Complaints Policy explains how to raise a concern or complaint with us and how we will handle it.

We take all complaints seriously. No complaint is too small. Your feedback helps us improve.

2. What This Policy Covers

This policy covers complaints about:

• The service you received from Get Guide On

• The guidance provided by our team

• The behaviour or professionalism of our staff

• Our website functionality or content

• Any other aspect of our business

If your complaint is about a mobile network (such as billing, coverage, or customer service), you will need to contact that network directly. We cannot resolve complaints on behalf of mobile networks.

3. How to Make a Complaint

You can make a complaint using any of the following methods:

By phone:

Call us on 0800 845 6990 and ask to speak to a manager. Our phone lines are open Monday to Friday, 9am to 6pm.

By email:

Send an email to info@getguideon.com with the subject line “Complaint”. Please include as much detail as possible.

By post:

Write to us at:
Get Guide On
[Your Business Address Here]

Please include your name, contact details, and a clear description of your complaint.

4. What to Include in Your Complaint

To help us resolve your complaint quickly, please include:

• Your full name

• Your phone number and email address

• The date you used our service

• A clear description of what went wrong

• Any relevant details (such as the name of the person you spoke to, if you remember)

• What you would like us to do to put things right

The more information you provide, the faster we can investigate and resolve your complaint.

5. Our Complaints Process

We follow a simple two-stage process for handling complaints.

Stage One: Initial Review

When we receive your complaint, we will:

• Acknowledge receipt within 2 business days

• Investigate the issue thoroughly

• Speak to any staff members involved

• Review any call recordings (if applicable)

• Provide you with a response within 10 business days

In most cases, we will resolve your complaint at this stage.

Stage Two: Escalation

If you are not satisfied with our initial response, you can ask for your complaint to be escalated. A senior manager will review your case and:

• Conduct a fresh investigation

• Review the initial findings

• Provide a final response within 10 business days of escalation

Our final response will explain our decision and any action we will take.

6. Possible Outcomes

Depending on the nature of your complaint, possible outcomes include:

• An apology

• An explanation of what went wrong

• Assurance that the issue will not happen again

• Staff training or coaching

• Other appropriate action as determined by our review

We do not offer financial compensation for complaints unless required by law.

7. What If You Are Still Not Satisfied?

If you have completed our complaints process and you remain unhappy with our final response, you may be able to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

As a small business, we are not currently a member of any specific ADR scheme. However, you may wish to seek advice from:

Citizens Advice

• Website: citizensadvice.org.uk

• Phone: 0808 223 1133

Citizens Advice can provide free, impartial advice about your consumer rights and next steps.

8. Timescale Summary

If your complaint is complex and requires more time, we will notify you and agree on a revised timescale.

9. Anonymous Complaints

You have the right to make a complaint anonymously. However, please note that if we cannot identify you or contact you for further information, our ability to investigate fully may be limited.

If you wish to complain anonymously, please provide as much detail as possible about the issue.

10. Recording and Monitoring

We keep a record of all complaints to help us improve our service. We monitor complaints regularly to identify trends and areas for improvement.

Your complaint data will be handled in accordance with our Privacy Policy.

11. Making a Complaint About Our Staff

If your complaint relates to the behaviour or professionalism of a specific staff member, please let us know. We will:

• Investigate the matter confidentially

• Speak to the staff member involved

• Take appropriate action, including training or coaching where necessary

We do not disclose specific disciplinary actions taken against staff members to protect employee privacy.

12. Contact Us

To make a complaint:

• Email: info@getguideon.com (subject line: Complaint)

• Phone: 0800 845 6990