Complaints Policy

01. Our approach

LET’S GO PLAY LIMITED aims to provide a clear and considerate activity-planning consultation service. If something about your enquiry, consultation, agreed scope, communication or service arrangements has not met your reasonable expectations, you may tell us so that we can review the matter.

We take complaints seriously and aim to consider each one fairly, objectively and without unnecessary delay. We will listen to the concerns raised, review the information available and explain our response in plain language.

02. What you can raise

You may make a complaint about matters relating to our own services and communications, including:

• the handling of an enquiry or consultation request;
• the clarity of information provided about service scope, fees or timing;
• whether an agreed consultation or deliverable was provided as described;
• communication, responsiveness or the handling of a requested change;
• the application of agreed cancellation, rescheduling or refund arrangements;
• the handling of information submitted to us; or
• another concern directly connected with our service.

If your concern relates to an independent venue, activity provider or other third party, please explain how it relates to our service. We can review our own involvement, but we cannot determine another organisation’s complaint or make commitments on its behalf.

03. How to make a complaint

Please contact us by email or through the contact details published on this website. You do not need to use formal legal language or complete a special form to raise a concern.

Where possible, please mark your message “Complaint” so we can identify and direct it for review.

You may ask someone to communicate with us on your behalf. Where appropriate, we may need to confirm that you have authorised that person to act for you before discussing personal or service-specific details.

04. Information to include

To help us understand the matter, please provide as much relevant information as you reasonably can:

• your name and a suitable way for us to contact you;
• the enquiry or consultation concerned, including any reference you have;
• a clear description of what happened and why you are concerned;
• relevant dates, messages or agreed service details; and
• what you would consider a reasonable way to resolve the matter.

Please send only information relevant to your complaint. Do not include unnecessary personal details or sensitive information about other people.

If you do not have all the details available, you may still contact us. We will let you know if further information is reasonably needed to review the matter.

05. How we review complaints

Our review will depend on the nature and complexity of the concern. Where appropriate, we will follow these steps:

Step 1 — Acknowledge

We will confirm receipt and, where necessary, clarify the main points you would like us to consider.

Step 2 — Review

We will consider the relevant correspondence, agreed service details and other information reasonably available to us. We may contact you to clarify facts or request supporting information.

Step 3 — Assess

We will consider whether the service and communication were consistent with the arrangements agreed and the information provided at the time.

Step 4 — Respond

We will explain our findings, any action we propose to take and, where relevant, the reasons for our decision. If more time is required, we will tell you and provide an updated expected response date.

06. Response times

We aim to manage complaints within the following service timeframes. These are our intended response targets rather than a restriction on any rights you may have under law.

Working days exclude Saturdays, Sundays and public holidays in England. If a complaint raises a matter that requires urgent attention, please make this clear in your message.

07. Possible outcomes

After reviewing your complaint, we may, where appropriate:

• clarify information or explain how a service arrangement was applied;
• correct an administrative or communication error;
• agree a reasonable next step within the scope of the service;
• consider a change to an outstanding consultation arrangement;
• consider a refund or other suitable remedy where justified by the circumstances and applicable terms; or
• explain why we cannot uphold the complaint or provide the requested outcome.

Any proposed remedy will depend on the facts, the service agreed, the work already completed and applicable legal requirements. We will explain any relevant conditions before asking you to agree to a proposed resolution.

Raising a complaint does not remove any statutory rights you may have, including applicable consumer rights.

08. If you remain concerned

If you are dissatisfied with our response, please reply to the complaint correspondence and explain which part of the outcome you would like us to reconsider. Where reasonably possible, the matter will be reviewed again, taking account of any additional information you provide.

We will explain our further response and whether any additional action is proposed.

If the matter remains unresolved, you may wish to seek independent advice or consider any applicable consumer dispute-resolution options. The appropriate route will depend on the nature of the complaint and the circumstances. Nothing in this policy prevents you from exercising rights available to you by law.

09. Fair and respectful treatment

We will handle complaints respectfully and limit access to complaint information to those who reasonably need it to review and respond to the matter.

Information will be handled in accordance with our Privacy Policy and applicable data protection requirements. We retain complaint records only for as long as reasonably necessary for service administration, follow-up, record-keeping and applicable legal obligations.

We ask everyone involved to communicate respectfully and provide accurate information. If a message contains abusive or threatening language, we may set reasonable communication boundaries while continuing to consider the substantive concerns where practicable.

10. Contact us

To raise a complaint or ask a question about this policy, please contact LET’S GO PLAY LIMITED using the details below.