Legal

Complaints Procedure

If something goes wrong, here's how we'll fix it

We aim to deliver an excellent service. If we fall short, we want to hear about it — and fix it quickly.

Step 1: Tell us

Email complaints@cobaltzpathways.com with:

Your name and contact details
A clear description of the issue
What outcome you're seeking

Step 2: Our response

Within 3 working days: We acknowledge your complaint.
Within 14 working days: We provide a substantive response with our findings and proposed resolution.

Step 3: Escalation

If you're not satisfied with our response, you may:

Request a senior review (we will assign a different team member)
Contact relevant external bodies depending on the nature of the complaint:
- Data protection issues: Information Commissioner's Office (ico.org.uk)
- Advertising concerns: Advertising Standards Authority (asa.org.uk)
- Consumer rights: Citizens Advice (citizensadvice.org.uk)

Our commitment

Every complaint is logged, reviewed, and used to improve our service. We will treat you with respect, take your concerns seriously, and respond honestly.