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Legal

Formal Complaints Procedure

Effective Date: 01/08/2025

This formal complaints procedure outlines how LAUNCHESE LTD handles grievances regarding services, products, or conduct with fairness, confidentiality, and promptness.

1. Scope of the Procedure

1.1. Applicability

The procedure applies to formal complaints from clients concerning LAUNCHESE LTD services under the Master Services Agreement, including:

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 professional conduct of staff.

1.2. Exclusions (Matters Not Covered)

This procedure does not cover:

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

b. Statutory Filing Decisions: Complaints regarding acceptance or rejection of statutory filings by Companies House or HMRC.

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

2. Complaint Submission (Stage 1: Formal Notification)

2.1. Submission Requirement

All complaints must be submitted in writing via email or postal letter to maintain an accurate record. Telephone calls or verbal discussions cannot initiate the formal procedure.

2.2. Required Information

Submissions must clearly state "Formal Complaint" and include:

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

b. Contact Information: Email address and telephone number.

c. Complaint Details: Clear, chronological description of events leading to complaint, including relevant dates, staff names (if known), and supporting documents (invoices, email correspondence).

d. Desired Outcome: Specific statement detailing sought resolution (refund, record correction, apology).

2.3. Contact for Submission

  • 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 issues acknowledgement within 1 working day of receipt, confirming the complaint reference number and designated Complaints Officer name.

3.2. Investigation Period

The designated Complaints Officer conducts a full, impartial investigation, consulting all relevant departments and records. A final written response aims to be issued within 15 working days of the acknowledgement date.

3.3. Delay Notification

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

3.4. Final Response

The final written response sets out:

a. The findings of investigation.

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

c. Justification for decision.

d. Proposed resolution or remedial action (if applicable).

4. Internal Escalation (Stage 3: Review)

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

4.1. Escalation Submission

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

4.2. Review Decision

The Senior Manager reviews entire complaint history, investigation process, and initial decision. Final determination is issued within 15 working days of receiving the escalation request. This determination represents the Agent's final position.

5. External Escalation and Regulatory Bodies

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

5.1. Consumer Protection and Trading Standards

For complaints relating to goods, services, or unfair trading practices, the Client may contact:

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

5.2. Data Protection Matters

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

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

5.3. Insolvency Service / Regulatory Misconduct

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

  • The Insolvency Service.

5.4. Parliamentary and Health Service Ombudsman

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