1. Purpose and Scope

Taylor’s CBD Ltd is committed to providing high-quality products and services. However, if you are dissatisfied with our service, products, or staff, we want to know so we can put things right. This procedure outlines how to make a complaint and how to appeal if you are not satisfied with our initial response.

2. Definition of a Complaint

We define a complaint as any expression of dissatisfaction, whether formal or informal, about our actions, products, or lack of action.

3. How to Make a Complaint

You can submit your complaint through any of the following channels:

• Online Form: You can find the form here
• Email: hello@taylorscbd.com

Please provide the following details:

• Your name and contact information.
• Account or transaction number (if applicable).
• A brief description of what went wrong.
• When the issue occurred.
• A satisfactory outcome to resolve the issue.

4. The Complaint Procedure (Two Stages)

Stage 1: Initial Complaint Handling

1. Acknowledgement: We will acknowledge your complaint in writing (email or letter) within 3 working days of receiving it.
2. Investigation: The complaint will be investigated by a member of Taylor’s CBD, not directly involved in the issue.
3. Response: A formal, written response will be sent to you within 10-15 working days.
4. Extension: If we cannot respond within this timeframe, we will notify you of the delay, explain why, and provide a new deadline.

Stage 2: Appeal Procedure

If you are not satisfied with the Stage 1 response, you have the right to appeal.

1. Requesting an Appeal: Please contact us within 7 days of receiving our final response, stating why the outcome was not satisfactory.
2. Review: A director not involved in Stage 1 will review the complaint file and the original investigation.
3. Final Response: You will receive a final written decision, including reasons for the decision, within 10-15 working days of your appeal request.
4. Independent Review (External Appeal)

If you have completed our internal appeal process and are still dissatisfied, you may be entitled to refer your complaint to HABIA if the issue relates to:

• Misuse of the HABIA endorsement
• Poor standards on a course claiming HABIA endorsement
• Conduct that damages industry standards

Contact:

• Email or contact form via HABIA
• Phone: 01302 774926 (Head Office)

They may review the endorsement status or investigate, but they typically do not act as an ombudsman or award compensation.

5. Record Keeping

We record all complaints to improve our services. All complaint records are securely stored for 3 years in accordance with our privacy policy.