Complaint Policy and Procedure

This post is also available in: French Chinese (Simplified)

Complaint Policy last updated: July 31, 2020

At, we commit to providing a high-quality experience for everyone who we communicate with. For us to continue to do this, we need to know when we don’t get things right. We want to resolve your complaint as fast and smoothly as possible.

Complaint Policy Purpose

The purpose of this policy is to make sure that complaints are handled properly. We listen to your complaint and treat it with the respect deserved, learning from it so that we can do better the next time.

This policy applies to all complaints made by customers about our products, services, and team. A “complaint” is an expression of dissatisfaction about products or services we provide or our team, or the action (or lack of action) of operations or services relating to

We aim to make it simple for someone to make a complaint and to respond positively to complaints, putting a positive spin on it by understanding and correcting mistakes.

Complaint Policy: About Complaint Management

We aim to learn from complaints and use them to improve our offerings and customer service.

If complaints are raised, we realize that they will likely be mainly in an informal manner, and handled quickly.

The goal is to resolve informal complaints fast and keep them low-key. An informal approach will be utilized whenever possible.

But if complaints cannot be resolved informally, then a formal complaints procedure will be followed. The intention here is for all complaints to be handled fairly and resolved to the customer’s satisfaction.

Responsibilities in the Complaint Process

It is the complainant’s responsibility to bring the complaint in writing to the team at by filling out the Contact form, and to do so normally within 8 weeks of when the issue arose.

The complainant must raise concerns promptly and directly with the team through the Contact form linked above or another written method that is directly sent to website founder Christy Birmingham-Reyes.

Also, the complainant’s responsibility is clearly explaining the concern in as much detail as this individual can, including any action taken to date. This person must allow reasonable time to deal with the matter and recognize that some situations are beyond our control.

It is our responsibility to acknowledge the formal complaint in writing, respond to it within a reasonable time, and deal in a respectful manner with the complaint. We will take action where appropriate.

Formal Complaint Procedure

If you cannot resolve the problem informally, then write to founder Christy Birmingham-Reyes at or via another written method.

In your letter, please explain all of the following:

  • Specific details of the complaint
  • Consequences to you that resulted from it
  • The solution you seek.

You can expect a written acknowledgement of the complaint within 5 business days.

We will decide if we feel the complaint is justified and if so, we will decide what remedial action to take. We will send you a written response and clear explanation of our assessment of the complaint, decision on it, and whether action will be taken to remedy it. If we cannot send you this information in writing within 8 weeks of receiving the complaint then we will explain why and provide a time estimate of when you can expect a full review and final response from us.

To provide the decision, we will consider the submitted details from you, as well as any other similar complaints received at and any action taken in those instances. If you receive a written request to provide more details, please do so as soon as possible or the complaint review process risks being slowed down.

While we endeavor to keep the complaint confidential, we may have to consult a third party for information. In this case, we will strive to do so without identifying you if possible.

Complaint Policy and Compensation

Financial compensation will only occur in extreme cases where loss or suffering warrants it or where a hardship resulting in the financial loss has happened to a complainant as a direct result of actions at

Record of Complaints

Your complaint will be kept on file for 5 years, at minimum.

Contact Details

To submit a complaint, please use the Contact Us form.

This post is also available in: French Chinese (Simplified)