Effective Date: 01/08/2025

This Formal Complaints Procedure outlines the steps taken by LAUNCHESE LTD (the "Agent") to ensure that all complaints regarding Our Services, products, or conduct are addressed fairly, confidentially, and promptly.

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1. Scope of the Procedure

1.1. Applicability

This procedure applies to all formal complaints raised by a Client concerning the services provided by LAUNCHESE LTD under the Master Services Agreement (MSA), including, but not limited to:

a. Service Delivery: Administrative errors in company formation, mail handling delays, or incorrect filing with Companies House.

b. Billing: Disputes over fees, charges, or invoicing errors.

c. Conduct: Concerns regarding the professional conduct of the Agent's staff.

1.2. Exclusions (Matters Not Covered)

This procedure does not cover:

a. Termination for Breach: Complaints raised solely in response to the Agent terminating services under MSA Clause 5.1 (e.g., termination due to AML failure or illegal activity).

b. Statutory Filing Decisions: Complaints regarding the acceptance or rejection of statutory filings by Companies House or HMRC, as these are the decisions of the relevant statutory body.

c. Website Content: General complaints about website accuracy (governed by the Website Terms of Use).

2. Complaint Submission (Stage 1: Formal Notification)

2.1. Submission Requirement

All complaints must be submitted in writing (either via email or postal letter) to ensure an accurate record is maintained. Telephone calls or verbal discussions cannot initiate the formal procedure.

2.2. Required Information

The submission must clearly state that it is a "Formal Complaint" and must include the following information:

a. Client Identification: Full Client Name, Company Name, and Company Registration Number.

b. Contact Information: Email address and telephone number for primary contact.

c. Complaint Details: A clear, chronological description of the event(s) that led to the complaint, including relevant dates, names of staff involved (if known), and copies of any supporting documents (e.g., invoices, email correspondence).

d. Desired Outcome: A specific statement detailing what You seek as a resolution (e.g., a refund, correction of a record, apology).

2.3. Contact for Submission

* Email: [email protected]

* Post: Complaints Officer, LAUNCHESE LTD, 24-26 Arcadia Avenue Fin009, London, United Kingdom, N3 2JU

3. Internal Investigation and Response (Stage 2: Investigation)

3.1. Acknowledgement

Upon receiving a formal written complaint, the Agent will issue an acknowledgement to the Client within 1 working days of receipt. This acknowledgement will confirm the complaint reference number and the name of the designated Complaints Officer managing the investigation.

3.2. Investigation Period

The designated Complaints Officer will conduct a full, impartial investigation, consulting all relevant departments and records. We aim to issue a final written response within 2 working days of the acknowledgement date.

3.3. Delay Notification

If the investigation is complex and requires more time (e.g., requiring detailed technical or compliance review), the Agent will notify the Client in writing within the 15-day period, stating the reasons for the delay and providing a new projected response date.

3.4. Final Response

The final written response will set out:

a. The findings of the investigation.

b. Whether the complaint has been upheld (in full, in part, or rejected).

c. The justification for the decision.

d. The proposed resolution or remedial action (if applicable).

4. Internal Escalation (Stage 3: Review)

If the Client remains dissatisfied with the outcome provided in the Final Response (Stage 2), they may request a formal review by escalating the matter to the Head of Compliance or a Senior Manager within LAUNCHESE LTD.

4.1. Escalation Submission

The Client must submit the escalation request in writing within 3 working days of receiving the Final Response, clearly explaining why the Stage 2 outcome is considered unsatisfactory and providing any new information not previously presented.

4.2. Review Decision

The Senior Manager will review the entire complaint history, the investigation process, and the initial decision. A final determination on the matter will be issued within 2 working days of receiving the escalation request. This determination represents the Agent's final position on the complaint.

5. External Escalation and Regulatory Bodies

If the Client remains dissatisfied following the conclusion of the internal process (Stage 3), they may refer the complaint to the relevant external body, depending on the nature of the issue:

5.1. Consumer Protection and Trading Standards

For complaints relating to goods, services, or unfair trading practices (e.g., concerns about business conduct or misrepresentation), the Client may contact:

* Citizens Advice consumer service: They will assess the complaint and may pass it to Trading Standards for investigation.

5.2. Data Protection Matters

For complaints regarding the processing of personal data, the Client may contact:

* The Information Commissioner's Office (ICO): The UK's independent authority on data protection and privacy.

5.3. Insolvency Service / Regulatory Misconduct

For complaints regarding serious misconduct by a company director (e.g., fraud, improper trading), the Client may contact:

* The Insolvency Service.

5.4. Parliamentary and Health Service Ombudsman

If the Client believes they have suffered injustice as a result of administrative error or poor service by a government body, they may contact the Ombudsman via their Member of Parliament (MP).