Complaints Policy

At The Small Business Handbook Ltd, we are committed to providing high-quality products and services to our customers. However, we understand that there may be times when our services do not meet your expectations. In such cases, we encourage you to let us know so we can address your concerns and improve our offerings. Below is our Complaints Policy.

  1. Filing a Complaint: If you have a complaint about any of our products or services, please email us at Please include your name, contact details, the nature of your complaint, and any relevant details or supporting documentation. We kindly ask you to submit your complaint within 30 days of the incident. Complaints received beyond this timeframe may still be considered, but we cannot guarantee a resolution.

  2. Acknowledgement of Complaint: We aim to acknowledge receipt of your complaint within 5 business days. The acknowledgement will contain the name and contact details of the person who will be handling your complaint, as well as an indicative timeline for a resolution.

  3. Investigation of Complaint: We will thoroughly investigate all complaints. The investigation may include contacting you for further information or clarification. We strive to complete our investigations within 20 business days. However, complex complaints may require additional time.

  4. Resolution of Complaint: After completing our investigation, we will contact you with the results and our proposed resolution. This resolution may include an apology, remedial action, or a refund, as appropriate. If you are not satisfied with the proposed resolution, you have the right to escalate your complaint to a higher level within our organisation.

  5. Record of Complaint: All complaints and the outcomes of the complaints will be recorded and used to improve our products and services.

  6. Confidentiality: We will handle all complaints confidentially. We will only use your personal information for the purpose of addressing your complaint, in accordance with our Privacy Policy.

  7. Non-Retaliation: We will not retaliate against any individual for filing a complaint. We appreciate your feedback and view complaints as an opportunity to learn and improve.