Complaints process

What this page is for

Use this complaints process if you are dissatisfied with KinClarity’s service, conduct, billing communication, or how a previous concern was handled, and you want the matter treated as a formal complaint.

This page is not for routine technical support, product improvement ideas, or refund requests. Those routes are listed below so the right team can help you more quickly.

How to submit a complaint

Email: support@kinclarity.co.uk

Please include:

• Your full name and the email address used at purchase or registration
• Your assessment ID and KinClarity invoice / order number, if you have them
• A clear description of the complaint and when the issue occurred
• What outcome you are seeking
• Any relevant screenshots, payment references or prior correspondence

Acknowledgement and investigation

We aim to acknowledge formal complaints promptly and to investigate the facts using the information you provide and our internal records (for example purchase, report generation and email delivery records where relevant).

Complex matters may take longer. We will tell you if we need more information from you to continue the investigation.

Outcome

When the investigation is complete, we will write to you with the outcome and any steps we will take. Outcomes depend on the facts of each complaint and may include an explanation, a correction to our records or process, or other appropriate action. This process does not replace or limit your statutory consumer rights.

Statutory consumer rights

Using this complaints process does not affect any rights you have under applicable consumer law. Nothing on this page requires you to waive statutory rights or to use KinClarity’s process before exercising those rights where the law does not require it.