STARBUCK & ASSOCIATES · STARBUCK ACADEMY · POLICY

Complaints Procedure

How to tell us when something has not gone as it should, and what we will do about it.

Owner: Starbuck & Associates Limited | Applies to: Starbuck & Associates and Starbuck Academy | Version: 1.0, 8 October 2026 | Approved by: Paul Starbuck, Founder and CEO | Next review: October 2027

We want every learner and client to have a good experience with us. If something has not gone as it should, please tell us. We treat complaints seriously, fairly and in confidence, and we use what we learn to improve. Nobody will be treated less favourably for raising a concern.

Who can use this procedure

Anyone who has bought, enrolled on or taken part in a Starbuck Academy programme or a Starbuck & Associates service, and any organisation that has bought on behalf of its people. Please raise a complaint within three months of the issue arising, so that we can look into it properly.

Stage 1: tell us

Email hello@starbuckassociates.com or call +44 1529 240355 and tell us what has happened and what you would like us to do. Many issues, such as access, payment or technical problems, can be put right quickly. We will acknowledge your message within 2 working days.

Stage 2: formal complaint

If the matter is not resolved, or you would prefer to make a formal complaint straight away, write to us by email with the subject line “Formal complaint”. Please include your name, the programme or service, what happened, when, and the outcome you are looking for. Your complaint will be investigated by Zoe Starbuck, Director of Business Coaching and Leadership Development. You will receive a written response within 10 working days. If we need longer, we will tell you why and when you can expect a reply.

Stage 3: review

If you are not satisfied with the response, you can ask for a review within 10 working days of receiving it. The review will be carried out by Paul Starbuck, Founder and CEO, who will not have been involved in the Stage 2 investigation. You will receive a final written decision within 10 working days of your request.

If you are still not satisfied

This procedure does not affect your legal rights. You can get free, independent advice from Citizens Advice. Complaints about how we handle your personal data can also be made to the Information Commissioner’s Office at ico.org.uk.

Records and learning

We keep a confidential record of each complaint, the outcome and any action taken. Complaints are reviewed by our leadership team as part of our ISO 9001 quality management system, and are used to improve our programmes and service.

See also our Money Back Guarantee and E-commerce Terms.

Contact us

Starbuck & Associates Limited, Northgate House, Northgate, Sleaford, NG34 7BZ. Company number 12735123.
Email: hello@starbuckassociates.com. Telephone: +44 1529 240355.