Complaints Procedure

Lady Techy
Version date: 10 September 2026

1. Our approach to complaints

At Lady Techy, feedback and complaints are welcome. They help us understand what has gone wrong and improve the service we provide.

Our aim is to listen carefully, put things right where we can, and make the process as easy as possible. Raising a concern or making a complaint will never affect the level of service, care or respect you receive.

2. How to make a complaint

You can make a complaint by email:

Email: hello@ladytechy.com

To help us understand and investigate the complaint, please include, where possible:

• Your name
• Your contact details
• The date of the relevant visit, call or service
• A clear description of what went wrong
• The outcome you would like

You do not need to use special words or legal language. Please explain the problem in the way that feels most comfortable to you.

You may also raise a complaint verbally during or after a visit. If you would like help putting a verbal complaint in writing, we will assist you.

A family member, carer or another person may complain on your behalf, provided they have your permission. If you need help giving permission or communicating your complaint, please let us know.

3. What happens next

We will deal with your complaint as follows:

1. Acknowledgement within 5 working days
   We will acknowledge your complaint within five working days of receiving it. We may contact you if we need more information.
2. Investigation and written response within 14 working days
   We will review the complaint and provide a full written response within 14 working days of receiving it.
3. If more time is needed
   If the complaint is unusually detailed or requires further investigation, we will explain why more time is needed and give you a revised response date. We will provide this explanation and revised date within the original 14-working-day period.

For this procedure, a working day means Monday to Friday, excluding public holidays in England.

4. How complaints are handled

The business owner will review the complaint fairly and carefully. This will normally include:

• Reading the details of the complaint
• Checking relevant appointment, payment, communication and service records
• Considering any information provided by you or anyone involved
• Reviewing what was agreed and what service was provided

Our written response will explain:

• What we found
• Whether we agree that something went wrong
• What we will do to resolve the matter
• Any steps we will take to prevent the same problem happening again

Depending on the circumstances, a remedy may include:

• A further visit to put matters right
• Additional help or clarification
• A partial refund
• A full refund

Any remedy will be considered fairly and in line with Lady Techy’s 100% satisfaction or your money back guarantee, as applicable.

5. If you are still unhappy

If you remain unhappy after receiving our response, please let us know. We will review any further information you provide and consider whether there is anything more we can do.

You may also seek independent help or advice from:

• Citizens Advice, including the Citizens Advice consumer service, which can provide guidance about consumer rights and possible next steps
• An independent alternative dispute resolution (ADR) provider that is suitable and available for the dispute

ADR is a way of asking an independent organisation to help resolve a disagreement without going straight to court. Using ADR is voluntary for both Lady Techy and the customer unless a particular legal requirement or separate agreement says otherwise. We will provide information about any relevant ADR option available to us when responding to a complaint.

Consumers in the UK may also be able to use an appropriate online dispute resolution service or platform where one is available and applicable. Availability, eligibility and the relevant process should be checked at the time.

Using this complaints procedure does not remove any legal rights you may have, including the right to seek advice or take court proceedings where appropriate.

6. Keeping records and learning from complaints

We keep a record of complaints, the steps taken to investigate them and the outcome.

Complaints are reviewed to help us improve our service, training and processes, and to reduce the chance of the same issue happening again.

Complaint records are kept and handled in line with the Lady Techy Privacy Policy. We only use and retain personal information where reasonably necessary for handling the complaint, meeting legal obligations and improving our services.

7. Accessibility

Lady Techy takes an accessibility-first approach.

This procedure can be provided in large print or another format on request. Complaints can also be made verbally, and we will provide reasonable help to put a verbal complaint in writing where needed.

If you have a communication, hearing, sight or other accessibility need, please tell us how we can make the process easier for you.

8. Contact

Lady Techy
Reading, Berkshire, UK
Email: hello@ladytechy.com

Version date: 10 September 2026