The Business Workshop: Where better businesses are built.

Complaints Procedure

Last updated: 28 September 2026

The Business Workshop aims to provide a clear, professional and reliable service. If something hasn't gone as you expected, please say so. Feedback, good or bad, helps improve the service.

This procedure explains how to raise a concern and what happens next.

1. Talk to me first

Many concerns can be sorted out quickly with a conversation. If you're unhappy about any part of the service, please raise it with Lucy as soon as possible, ideally by email so there is a clear record.

2. How to make a complaint

Email your complaint to hello.thebusinessworkshop@gmail.com with the subject line "Complaint". It helps to include:

  • your name and business name
  • which service or piece of work your complaint is about
  • what went wrong, and when
  • any relevant emails or documents
  • what you would like to happen to put things right

3. What happens next

  • Acknowledgement: your complaint will be acknowledged within 2 working days.
  • Review: Lucy will look into what happened, which may include asking you for more information or arranging a call.
  • Response: you will receive a full written response within 10 working days. If more time is needed, you will be told why and when to expect a reply.

The response will explain what was found and, where appropriate, what will be done to put things right. That could include correcting or redoing work, an apology, or another fair solution agreed with you.

4. If you are still unhappy

If you are not satisfied with the response, reply explaining why, and your complaint will be looked at again. Every effort will be made to reach a fair outcome.

Both parties may also agree to try independent mediation before taking any other action.

5. Complaints about personal data

If your complaint is about how your personal information has been handled, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner's Office. Details are in our Privacy Policy.

6. Your information

Information you provide as part of a complaint will be kept confidential, used only to deal with your complaint and improve the service, and handled in line with our Privacy Policy.

7. Contact

Lucy Goffin trading as The Business Workshop
Email: hello.thebusinessworkshop@gmail.com
Website: www.thebusinessworkshop.uk