CLIENT SUPPORT POLICY ERYCA FREEMANTLE LTD – CLIENT SUPPORT POLICY – COMPLAINTS, HELP AND QUERIES This policy is part of the terms and conditions for using the website and buying from us so please read it carefully. (1)(a) If you need any help or have any queries or complaints, or would like to suggest any improvements, please write to us, preferably by email. (b) We aim to respond to any communication from you within 14 days of receipt. If we think that it will take longer to deal with your issues, we will try to keep you informed. (2) We are bound by the professional approved code of practice, code of conduct or alternative dispute resolution relating to the British Association of Beauty Therapy and Cosmetology (BABTAC), in so far as courses accredited by BABTAC. Otherwise we are not bound by any professional approved code of practice, code of conduct or alternative dispute resolution. Complaints (3)(a) All complaints must be in writing to us. You must provide full details of your complaint allowing us at least 30 days so that we can try to resolve it and (b) You are not entitled to withhold any payment, or part thereof, from us. Any complaints will be dealt with in accordance with this policy. (4) If your complaint is about a faulty or damaged product or a problem with a digital download, please see our Faulty Products policy. (5) If your complaint is about our services, please email us giving us full details of your complaint. (6) If you want to cancel your order, exercising your consumer rights, please see our Consumer Cancellations Policy. (7) If your complaint is about our website or anything on it, please see our Website Use Terms and Conditions as displayed on the website. (8) We both agree to work together in good faith to attempt to settle any complaint or dispute. We both agree that if this is not possible we will consider settling the matter by Mediation or Arbitration before issuing Court proceedings.