1. Purpose
We take complaints seriously. This policy explains how to raise a concern about our movement programmes, website, or customer service, and how we will respond.
2. How to Complain
Please contact us in writing with as much detail as possible:
- Email: chat@bonessselbowei.world
- Post: Complaints, Bonessselbowei, 155 Praed St, Tyburnia, London W2 1RL, United Kingdom
- Telephone: +44 20 7706 3114
Include your name, contact details, a clear description of the issue, and any relevant dates or correspondence.
3. Our Process
- Acknowledgement: Within three working days of receiving your complaint.
- Investigation: We will review the matter fairly and may contact you for further information.
- Response: A written outcome within fifteen working days, or we will explain if more time is needed.
- Resolution: Where appropriate, we may offer practical remedies such as rescheduled sessions or partial refunds in line with our Return Policy.
4. Escalation
If you remain dissatisfied after our final response, you may request a review by a senior member of our team. We will confirm whether any further internal review is available within five working days.
5. Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and other applicable UK legislation. If you believe a trader has breached consumer protection law, you may contact the Citizens Advice consumer service or, for certain matters, Trading Standards.
6. Advertising Concerns
If your complaint relates to advertising content, you may also refer the matter to the Advertising Standards Authority (ASA) at asa.org.uk.
7. Data Protection Complaints
For concerns about how we handle personal data, please see our Privacy Policy. You have the right to lodge a complaint with the Information Commissioner's Office (ICO).