1. Our approach
If something has gone wrong, we want to know about it and we want to fix it. Most complaints are resolved quickly once we understand the problem.
This policy explains how to complain, what we will do, and what your options are if you are not satisfied with our answer.
We publish it because the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require us to tell consumers about our complaint handling policy, and because it is useful for everybody.
ivee is a trading name of IVY HQ LIMITED, company number 15104292, registered office 9 Claremont Road, Twickenham, England, TW1 2QX.
2. How to complain
Email: hello@ivee.jobs - please put "Complaint" in the subject line.
Post: Complaints, IVY HQ LIMITED, 9 Claremont Road, Twickenham, England, TW1 2QX
You can complain in whatever form suits you. To help us deal with it quickly, please tell us:
your name and the best email address to reach you on;
what the complaint is about - a programme, the application, our website, our consulting, your data, or the way you have been treated;
relevant references - your booking reference, invoice number or account email;
what happened, and when;
what you would like us to do about it.
You do not need to use any particular form of words, and you do not need to know which of our documents has been breached.
3. What we will do
1. Acknowledgement - we confirm we have received your complaint, tell you who is handling it, and ask for anything else we need. Within 2 working days.
2. Investigation - we look into what happened, review records, and speak to anyone involved. Alongside stage 3.
3. Substantive response - we write to you with our findings, our decision, and what we propose to do. Within 10 working days of acknowledgement.
4. If we need longer - if the complaint is complex, we tell you why, what we are still doing, and when we expect to respond. We will update you at least every 10 working days.
5. Review - if you are unhappy with our response, you can ask for it to be reviewed by a director. Within 10 working days of your request.
We aim to resolve everything within 8 weeks at the outside.
4. What a resolution might look like
Depending on what has happened, we may:
explain what went wrong and why;
apologise;
put the problem right - for example by rerunning a session, giving you access to something you missed, or correcting materials;
offer a place on a later cohort;
offer a partial or full refund;
change how we do something so it does not happen again.
Where you have a legal right to a remedy, we will honour it. Our Programme Terms and App Terms set out those rights in detail. Nothing in this policy limits them.
5. Complaints about your personal data
If your complaint is about how we have handled your personal data, you can use this process, or you can go directly to our Data Protection Officer:
Lex Dinamica Ltd, Michelin House, 81 Fulham Road, London, SW3 6RD
Contact via hello@ivee.jobs, marked "DPO"
You also have the right to complain to a regulator at any point, whether or not you have raised it with us first:
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
ico.org.uk/make-a-complaint
The ICO is the UK's independent data protection regulator. You do not need our permission to contact them, and you do not need to have complained to us first.
6. If we cannot resolve it between us
6.1 Mediation
We prefer mediation to litigation. If our internal process has not resolved things, we will consider mediation through a recognised provider such as the Centre for Effective Dispute Resolution (cedr.com).
Mediation is voluntary, confidential and usually far cheaper and faster than court. A mediator does not impose a decision; they help both sides reach one. Unless we agree otherwise, we will each bear our own costs and share the mediator's fee.
We will tell you in writing whether we are willing to mediate. Nothing in this section obliges either of us to mediate, prevents either of us from going to court, or prevents either of us from seeking urgent injunctive relief.
6.2 Alternative dispute resolution
We are not currently a member of an approved alternative dispute resolution scheme. If we cannot resolve your complaint, we will confirm that in writing and tell you whether we are prepared to use an ADR provider in your case.
6.3 Going to court
You retain the right to take legal action at any time. Details of governing law and jurisdiction are in the terms that apply to what you bought - our Programme Terms, App Terms or Website Terms of Use.
In summary: the law of England and Wales applies. Consumers may bring proceedings in England and Wales, or in their own country if they live in Scotland or Northern Ireland. Business customers are subject to the exclusive jurisdiction of the courts of England and Wales.
7. Free independent advice
You can get free, impartial advice about your consumer rights:
Citizens Advice consumer service
Telephone: 0808 223 1133
citizensadvice.org.uk/consumer
In Scotland: Advice Direct Scotland, 0808 164 6000, consumeradvice.scot
In Northern Ireland: Consumerline, 0300 123 6262
8. Payment disputes
If your complaint concerns a payment, please raise it with us before contacting your bank or card issuer. A chargeback started before we have had a chance to resolve things costs us both time, and we will almost always sort it out faster directly. Raising it with us does not affect your right to a chargeback later.
9. Unacceptable behaviour
We treat everyone who complains with respect and we expect the same. We may restrict contact to a single named channel if a person is abusive towards our staff, or if a complaint is being pursued repetitively after it has been fully answered and there is nothing new to consider. We will always explain in writing if we do this, and it does not remove your right to go to a regulator or a court.
10. Learning from complaints
We keep a record of every complaint, what caused it and what we changed as a result. Records are held for 6 years from resolution, in line with our Privacy Policy. We review them periodically to spot patterns.
11. Contact
Email: hello@ivee.jobs
Post: Complaints, IVY HQ LIMITED, 9 Claremont Road, Twickenham, England, TW1 2QX
