Complaints Policy

SENDHelp is committed to providing services with reasonable care and skill, as set out in our Terms & Conditions.

We take all complaints seriously and aim to resolve them promptly and fairly.

1. How to Make a Complaint

Complaints must be submitted in writing by email to hello@sendhelp-uk.com

with the subject line “Complaint – [Your Name]”.

Please set out clearly:

•The nature of your complaint.

•Any relevant dates, times, or communications.

•The outcome you are seeking.

2. How Complaints Are Handled

•Complaints will be acknowledged within 3 working days (Monday–Friday, term time, 10am–4pm).

•Your complaint will be reviewed by the Service Provider (SENDHelp operates as a sole trader and does not have a separate complaints department).

•A full written response will normally be provided within 20 working days. Where further investigation is needed, you will be informed of the expected timeframe.

3. Possible Outcomes

Following review, responses may include:

•An explanation or clarification.

•A proposed resolution (e.g., remedial action, partial refund where appropriate under the Terms).

•Confirmation where no service failure is found.

4. Escalation

If you are not satisfied with the outcome of your complaint:

•You may seek free and impartial advice from Citizens Advice (www.citizensadvice.org.uk).

•You may pursue a claim through the civil courts if you believe your consumer rights have been breached.

SENDHelp is not regulated by a statutory professional body. However, Professional Indemnity Insurance is held via Simply Business to cover claims arising from professional negligence, errors, or omissions.

5. RecordKeeping



All complaints and responses will be logged and retained securely for monitoring and improvement purposes.