Complaints Policy

Updated: September 2025

Introduction

At Cool Ventures, we value feedback from our clients as it helps us improve our services. A complaint is an expression of dissatisfaction regarding our service or conduct. We take all complaints seriously and have established a clear process to address them efficiently.

Do you have a concern or a complaint?

Please note the difference between an informal concern and a formal complaint. Addressing informal concerns quickly often prevents escalation to a formal complaint.

If you have a concern, please call our office on 08000 418293 or email info@coolventures.co.uk and a member of the team will investigate and assist you.

If you are not satisfied with the response to your concern and wish to make a formal complaint, please follow the procedure below.

Formal Complaints Procedure

We aim to support our clients and continually improve our services. We can address complaints relating to:

The quality of our services
The accuracy of information provided on our website

Please note we do not deal with consumer rights complaints, or complaints about other businesses or third-party services.

Stages of our complaints process

Stage One – Contact our team to make your complaint.
Initiate the complaints process by emailing sandra.merrell@coolventures.co.uk. If you prefer not to or are unable to write your complaint, please call 08000 418293 and a member of staff will write it down for you. The complainant will need to sign the written document.
Stage Two – Investigation & response.
A member of staff will reply either in writing or by phone within five working days. If we need more time to investigate, we will inform you of the expected timescale and give you a named contact for updates.
Stage Three – Appeal & escalation to senior management.
If you are unhappy with our initial response, you can request a review by senior management or the Managing Director. After a final response at this stage, the complaint will be regarded as closed. Repeated complaints about the same issue may be treated as vexatious unless substantial new information is provided (see Behaviour Policy).

How to help us investigate

Explain the problem clearly.
Provide as much detail as possible (dates, names, evidence).
Tell us what outcome you would like to achieve.

Please raise complaints courteously and consider the impact of your behaviour on others (see our Behaviour Policy).

Important information

Anonymous complaints

Anonymous complaints will be recorded and considered, but may be limited if further information is required for a full investigation.

GDPR & Privacy

In line with GDPR, Cool Ventures Ltd handles personal data related to complaints confidentially. Information is used only to address the complaint and is accessible only to those involved in the resolution process. Complaints files are securely destroyed three years after the complaint has been resolved.

Read our full privacy policy here: Privacy Policy – Cool Ventures