We strive to provide the best possible service to our customers and are committed to taking all feedback we receive into consideration. This policy sets out how we handle complaints if you are dissatisfied with the standard of service you have received from us, as well as our approach to refunds and cancellations.

If you have any general enquiries about our services, please contact us using dedicated complaints email:
Complaints@business-beat.co.uk

1. Complaints Policy

1.1 I am unhappy with the service I received. What can I do?
If you are unhappy with the service provided, please get in touch with us as soon as possible so that we can attempt to resolve the situation for you.

Many problems are caused by misunderstandings and can be resolved informally by speaking with the customer service agent dealing with your matter or our Customer Support Team. In the first instance, you should contact them using the customer support email Support@Business-beat.co.uk. Our support lines are open between 9am and 5.30pm UTC, Monday to Friday (all calls may be recorded).

We will always aim to deal with complaints in full at this stage, where possible.

1.2 What if I need further assistance?
If you do not feel that your issue has been resolved to your satisfaction after speaking with our customer service agents and/or Customer Support Team, the next step is to raise your concerns formally with our dedicated Complaints Manager. You can make a formal complaint by contacting us using the dedicated complaints contact details provided at our Contact Us page or send an email directly to the complaints department Complaints@business-beat.co.uk.

1.3 What information do I need to give when making a formal complaint?
When submitting a formal complaint, please include a clear subject heading such as “Customer Complaint” and supply the following information:

• your full name
• your order number (if applicable)
• as much information as possible about the reason for your complaint

This will help us to deal with your complaint as quickly as possible.

1.4 What happens next?
We will acknowledge receipt of your complaint by email within 2 working days of receipt.

An investigation will be carried out into the issues raised, and a full response will normally be provided within one week. If we require any additional information to carry out the investigation, we will let you know as soon as possible.

Where the issue is particularly complex, it may take longer to respond fully. If this is likely, we will provide information on the action which we are taking and advise when you can expect a full response.

1.5 Responsibility of third parties
There are some situations where we have no control over the service you receive because it is not provided by us. This includes, for example, where you are unable to open an account with our third-party partners or getting a service not at the level of your expectations.

In these cases, complaints should be submitted to the third party responsible for the service.

1.6 Changes to this policy
We reserve the right to update this policy at any time.

2. Refund & Cancellation Policy

The purpose of this section is to provide a clear summary of our terms relating to refunds and cancellation. Full details are set out in our Terms and Conditions, which you should read in full. All definitions used in this policy have the same meanings as set out in our Terms and Conditions.

2.1 When can you cancel and obtain a refund?
You may cancel certain services and obtain a refund in the following circumstances (subject to the conditions set out in our Terms and Conditions):

• Additional Services: You may cancel by sending us written notice received within 14 calendar days of the purchase date, provided we have not started work.
• Company Formation Service: You may cancel by sending us written notice received within 14 calendar days of the purchase date, provided we have not started work or submitted your application to Companies House or overseas similar body.
• Company Address Services: You may cancel by sending us written notice received within 14 calendar days of the purchase date. If we have not begun the set-up process you will be entitled to a full refund. If we have begun set-up you will be entitled to a refund minus a reasonable administration charge, provided our address is not used at Companies House or similar government body overseas (where applicable) for more than 14 calendar days after the purchase date.
• Business Document Template Library: You may cancel by sending us written notice received within 14 calendar days of the purchase date, provided you have not accessed the Documents.
• Force Majeure: If a Force Majeure event occurs and lasts for more than 14 Working Days, either party may cancel and you will be refunded for any services paid for but not received.

2.2 When can you cancel without a refund?

• Renewable services may be cancelled by written notice received prior to the renewal date (no refund of fees already paid).
• Annual or fixed-term renewable services may generally be cancelled by giving 30 calendar days’ written notice (no refund).

2.3 When can we cancel and provide a refund?
We may cancel services and issue a refund (or a reasonably proportionate refund) in circumstances including:

• Orders connected with Restricted Industries, Restricted Jurisdictions or Scottish Limited Partnerships.
• Rejection or refusal of an order at our discretion.
• Serious pricing errors.
• Situations where continuing to provide the service would risk us acting unlawfully or breaching compliance policies.
• Force Majeure events lasting more than 14 Working Days (refund limited to services paid for but not received).

2.4 When can we cancel without issuing a refund?
We may cancel services without refund where:

• You fail to provide required KYC, ID or authentication information.
• We discover illegal or unethical activities.
• You fail to rectify incomplete or incorrect information within the required timeframe (e.g. 7 calendar days for company formation applications).
• We believe the use of our services is likely to adversely affect our reputation or business.
• We exercise our general termination rights under the Terms and Conditions (unless another clause specifically provides for a refund).

2.5 How do I send a cancellation notice?
Cancellation notices must:

• be in writing (including email)
• be written in English
• be signed (an email signature is acceptable)
• be sent using the contact details provided at our Contact Us page or by email to Cancellations@business-beat.co.uk.

Notices are deemed received in accordance with the rules set out in our Terms and Conditions. We recommend you review those rules before sending a notice.

2.6 Other important points regarding refunds
Please note that refunds will not be provided in the following cases:

• Overseas Compliance Review Fees (these are non-refundable in all circumstances).
• Company Formation Service once the application has been submitted to relevant government body (even if the application is subsequently rejected).

Full details of all cancellation and refund rights are set out in our Terms and Conditions. In the event of any conflict between this summary and the Terms and Conditions, the Terms and Conditions shall prevail.