Complaints procedure

Last updated: 31 October 2026

1. Our approach

If something has gone wrong, we want to know so we can put it right. We handle complaints fairly, promptly and in confidence, and making a complaint will never affect how we treat you.

This procedure covers our training, materials, bookings, invoices, our website and how we have dealt with you. For complaints about how we use your personal information, see section 6.

2. How to complain

Email josh@igoe.ai with the subject "Complaint", or write to IGOE AI LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Email is quickest.

Please include:

  • your name and organisation (if any)
  • the course or service, and the dates
  • what went wrong, and when
  • what you would like us to do to put it right

If you need an adjustment to make your complaint, for example a phone call instead of writing, just tell us.

3. What happens next

  • We will acknowledge your complaint within 5 working days.
  • We will look into it, which may include checking our records and course notes.
  • We will send you a full written response within 20 working days of acknowledging it. If we need longer, we will tell you why and when to expect a reply.

4. If you are not happy with our response

Reply to our response and ask for a review. IGOE AI is a small company, so Josh Igoe, our director, handles complaints personally. He will look at everything again with fresh eyes and send you a final written response within 20 working days of your request.

5. If you are still unhappy

  • Consumers: you can get free, independent advice from Citizens Advice. Your legal rights are not affected.
  • Business customers: the terms of your proposal or contract and our booking terms apply.

6. Complaints about personal information

Email josh@igoe.ai. We will acknowledge a data protection complaint within 30 days and look into it without undue delay. If you are unhappy with our response, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. See our privacy notice.

7. Records and learning

We keep a record of each complaint and its outcome for as long as we keep the related client records, as set out in our privacy notice, and we use what we learn to improve our training.