If something has gone wrong.
This policy explains how to make a formal complaint about anything Clarity sells or does: a workbook, a bundle, a one-to-one session, or the service around them. It tells you how to complain, what happens when you do, and how long each step takes.
Clarity is the trading name of Anna Streather. You can contact us at hello@claritysupport.co.uk.
1. What this policy covers
A complaint is not the same as a support request. If a download hasn’t arrived, a link doesn’t work, or you have a question about an order, that is support — email hello@claritysupport.co.uk and you will have an answer within 72 hours, usually within 48. A complaint is for when something has gone wrong and you want it formally put right.
2. How to make a complaint
Email hello@claritysupport.co.uk with the word “complaint” in the subject line. You will receive an automatic reply asking for three things:
- What you bought or used — the workbook, bundle, or session your complaint concerns.
- What went wrong — what happened, and when.
- What outcome you are looking for — a replacement, a refund, a correction, an explanation, or something else.
Setting these three things out is worth the few minutes it takes — a complaint that arrives in this shape gets investigated faster, because the investigation starts from your account of the problem rather than from guesswork.
3. What happens next, and when
- Acknowledgement — within 14 days. Your complaint will be acknowledged in writing. The acknowledgement will tell you who is handling it. At present that is the founder; complaints are not delegated.
- Full response — within 28 days of acknowledgement. You will receive a written response setting out what was investigated, what was found, and what Clarity will do. If the investigation needs longer — for example, where a third-party platform is involved — you will be told before the deadline passes, with the reason and a new date.
4. The outcomes available
Depending on what the investigation finds, the response may include: a corrected or replacement file; redelivery of a purchase; a repeat of a session that failed for reasons within Clarity’s control; a refund in line with the Refunds Policy; a correction to something Clarity got wrong; or an explanation of why no change will be made, with reasons.
5. If you disagree with the outcome
You may reply within 14 days of the full response setting out why, and the matter will be looked at once more — a review, not a re-run of the whole investigation. The outcome of that review is Clarity’s final position.
Clarity is not a law firm and is not regulated by the Solicitors Regulation Authority, so the Legal Ombudsman does not apply to it. Clarity is not required to use an alternative dispute resolution (ADR) scheme and does not subscribe to one. If a complaint reaches deadlock, you will be informed of a certified ADR provider relevant to the dispute and told whether Clarity is willing to use it in that case. Whatever happens under this policy, your statutory rights — including your right to take a matter to court — are unaffected.
6. What this policy does not change
Clarity provides education, structure, and preparation. It does not provide legal advice, and a complaint cannot turn a workbook or a session into legal advice after the fact. Complaints that a resource did not tell you what to do in your specific situation will be answered honestly: that is not what the product does, by design, and the product says so before you buy it.
7. Records
Complaints and their outcomes are recorded and retained for two years, and reviewed periodically so that anything systemic gets fixed at the source rather than complaint by complaint. Personal data in complaints is handled in line with the Privacy Policy.