Complaints procedure

Trusted Connections aims to resolve concerns fairly, promptly and respectfully. This procedure explains how to raise a complaint about our website, tools, templates or service support.

How to raise a complaint

Please use the contact form, select a general enquiry and begin your message with “Complaint”. Please include your name, a clear description of the concern, relevant dates or references, and the outcome you are seeking. Do not send passwords or unnecessary sensitive personal data.

What happens next

We aim to acknowledge your complaint within five working days. We will investigate the matter and aim to provide a written response within 20 working days. If the issue is more complex, we will explain why and tell you when to expect a further update.

Review and escalation

If you remain dissatisfied, ask for the matter to be reviewed and explain the points you believe need reconsideration. For a concern about how we handle personal data, you may also use the privacy request route, including the right to complain to the Information Commissioner’s Office.

Scope

Trusted Connections provides practice-support tools and general professional information. It does not provide regulated financial advice, legal advice, tax advice or will-writing advice. Concerns about regulated advice or a third party should be directed to the relevant regulated firm or professional.