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Complaints Procedure

ClearFlow Consulting 86-90 Paul Street, London EC2A 4NE Email: hello@clearflowconsulting.io Last updated: April 2026

ClearFlow Consulting is committed to providing a high-quality service to all clients. We take complaints seriously and aim to resolve them promptly, fairly, and professionally.

1. How to Raise a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to contact us as soon as possible so we can address the matter.

To submit a formal complaint:

Send an email to hello@clearflowconsulting.io with the subject line "Formal Complaint".

Please include the following information to help us investigate promptly:

  • Your name and company name
  • Your Unique Client Reference (UCR), if applicable
  • A clear description of the issue
  • The outcome you are seeking
  • Any relevant dates or supporting documents

You may also write to us at:

ClearFlow Consulting 86-90 Paul Street London EC2A 4NE

2. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days of receiving it. Our acknowledgement will confirm:

  • That your complaint has been received and logged
  • The name of the person handling your complaint
  • The expected timeframe for our response

3. Investigation and Response

We will investigate your complaint thoroughly and provide a full written response within 10 business days of acknowledgement.

Our response will:

  • Set out our understanding of the complaint
  • Explain the outcome of our investigation
  • Detail any action we propose to take or have already taken
  • Confirm whether we uphold or decline the complaint, with reasons

If the investigation is complex and we are unable to respond within 10 business days, we will write to you to explain the delay and provide an updated timeframe.

4. Escalation — Senior Review

If you are not satisfied with our initial response, you may request a senior review by replying to our response email within 14 days, stating that you wish to escalate.

Your complaint will be escalated to a senior member of the ClearFlow team who was not involved in the original investigation. We will provide a final position in writing within a further 10 business days.

5. External Escalation

If your complaint remains unresolved following our senior review, you may seek external resolution through the following routes:

  • Independent mediation: ClearFlow is willing to participate in independent mediation through a recognised mediation service if both parties agree.
  • Legal proceedings: you retain the right to pursue your complaint through the courts of England and Wales at any time.

We are not regulated by a specific professional body. However, we are committed to fair dealing and will cooperate with any recognised independent resolution process.

6. Record Keeping

All formal complaints are logged in our internal complaints register. Each complaint record includes:

  • Date received and acknowledged
  • Nature of the complaint
  • Steps taken during investigation
  • Outcome and any remedial action
  • Final resolution date

Complaints are reviewed quarterly by ClearFlow's leadership to identify patterns, assess service quality, and implement improvements. Individual complaint records are retained for 6 years.

7. Our Commitment

We view complaints as an opportunity to improve. Every formal complaint is taken seriously and handled with respect and fairness. We will not treat you less favourably as a result of raising a complaint.

Contact

ClearFlow Consulting 86-90 Paul Street, London EC2A 4NE Email: hello@clearflowconsulting.io Website: clearflowconsulting.io