Complaints Policy

Effective Date: 28 January 2025

🌍 www.conscious11.com | 📧 [email protected]

C O N S C I O U S 1 1 L T D C O A C H I N G A N D T R A I N I N G A C A D E M Y

At Conscious11, we are committed to delivering high-quality coaching and training experiences that empower our clients to achieve their fullest potential.

However, we understand there may be times when you feel dissatisfied. Your feedback is invaluable, and this policy outlines how you can raise a complaint and how we will address it.

1. Our Commitment to You

We are dedicated to resolving complaints efficiently and professionally. If you have an issue with any aspect of our coaching or training, we encourage you to inform us so we can address your concerns and continually improve our services.

2. How to Make a Complaint

If you are dissatisfied with your coaching or training experience, please follow these steps:

a. Inform the Coach or Trainer Directly (if comfortable):

Speak directly with the coach or trainer involved. They may be able to address your concerns immediately and provide clarification or a resolution.

b. Contact Our Support Team:

If you prefer not to approach the coach directly or if the issue remains unresolved, contact our support team at [[email protected]]. Please include the following details: • Your full name • Date and details of the session • Nature of the complaint • Any relevant communications or materials (e.g., emails, videos, course materials) We will acknowledge receipt of your complaint within 48 hours.

3. What Happens Next

a. Acknowledge the Complaint:

We will confirm receipt of your complaint and provide an estimated timeline for resolution.

b. Investigate the Issue:

Our team will review your complaint, which may involve speaking to the coach or trainer involved. We aim to fully understand the issue and gather all relevant information.

c. Resolution:

Once the investigation is complete, we will work with you to find a suitable resolution. Depending on the nature of the complaint, this may include: • Offering an apology • Providing a refund or credit for the service • Arranging an alternative coaching or training session • Making improvements to our coaching or training materials, processes, or communication

d. Feedback and Improvement:

If your complaint leads to service improvements, we will notify you of any changes implemented to prevent similar issues in the future.

4. Timeframe for Resolving Complaints

We aim to resolve all complaints within 10 business days. If additional time is required, we will inform you and provide updates on the status of your complaint.

5. Confidentiality and Non-Retaliation

All complaints will be handled with respect and confidentiality. We are committed to ensuring that individuals making complaints are not subject to any form of retaliation or negative impact on their coaching or training experience.

6. Escalation Process

If you feel your issue has not been resolved to your satisfaction after completing the complaint process, you can escalate your complaint to a higher level. Please contact [[email protected]], and we will ensure your complaint is reviewed by senior management.

7. Our Promise

We strive to provide the best coaching and training experience possible. Should you feel dissatisfied, we take your concerns seriously and are committed to addressing them promptly. Your feedback helps us grow and improve our services.

Contact Information

📧 Support Email: [email protected]

📧 Escalation Email: [email protected]

Thank you for being a valued part of the Conscious11 community. We appreciate your trust and will do our best to ensure you have a positive, transformative experience.