Complaints & Dispute Resolution Policy

Complaints & Dispute Resolution Policy

1. Purpose

This policy outlines how complaints relating to services provided by Kingsbridge Advisory Limited are handled.

We aim to resolve issues fairly, efficiently, and without unnecessary escalation.

2. What is a complaint

A complaint is any expression of dissatisfaction relating to:

  • Course content
  • Access to the platform
  • Technical issues
  • Customer service
  • Payments or transactions

3. How to submit a complaint

To raise a complaint, you must:

  • Contact us via the website or email
  • Provide your full name and registered email address
  • Include order details (if applicable)
  • Clearly describe the issue

Incomplete complaints may delay resolution.

4. Acknowledgement

We aim to:

  • Acknowledge complaints within a reasonable timeframe
  • Begin investigation promptly

5. Investigation process

We will:

  • Review account activity and course access logs
  • Assess technical systems where relevant
  • Consider all available evidence

We may request further information to support your complaint.

6. Resolution

Following investigation, we may:

  • Provide a technical fix or support
  • Offer alternative access to services
  • Provide a refund where eligible under our Refund Policy
  • Reject the complaint where no fault is found

All decisions are made in line with our Terms & Conditions and policies.

7. Response time

We aim to provide a full response within a reasonable timeframe, depending on the complexity of the issue.

8. Escalation

If you are not satisfied with the outcome:

  • You may request a further review
  • Provide additional supporting information

We will reassess the complaint where appropriate.

9. Payment disputes

Before initiating a chargeback or payment dispute via:

  • Stripe
  • PayPal

You agree to:

  • Contact us first
  • Allow reasonable time for resolution

Failure to follow this process may result in:

  • Immediate account suspension
  • Removal of access to services

We reserve the right to submit evidence to payment providers.

10. Abuse of complaints process

We reserve the right to:

  • Reject complaints that are malicious or unfounded
  • Restrict accounts where repeated or abusive complaints are made

11. Record keeping

We retain records of complaints to:

  • Improve services
  • Monitor recurring issues
  • Ensure fair and consistent handling

12. Changes to this policy

We may update this policy at any time.

Continued use of the website constitutes acceptance of any changes.