Complaints Process – Child Meditation Programme
At Thought Bubbles Education, we are committed to delivering high-quality products and services that support the wellbeing of families.
If, for any reason, you are dissatisfied with any part of our service or products, we offer a clear and professional complaints process to ensure a fair and timely resolution.
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1. Initial Contact
If you would like to raise a complaint or concern, please contact your Thought Bubbles Education point of contact or email: [email protected]
Please provide the following details to help us resolve the issue efficiently:
• Organisation name (where applicable)
• Main contact person and role
• Date of purchase and order reference
• Description of the issue or concern
• Number of affected users (if applicable)
• Any supporting documentation or evidence (e.g. screenshots, communications, receipts)
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2. Acknowledgement of Complaint
We will acknowledge receipt of your complaint within 5 business days. A dedicated team member will be assigned to handle your case.
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3. Internal Review and Response
Your complaint will be reviewed internally and we will aim to provide a formal response within 7-10 business days. If the issue is complex or requires further investigation (e.g. with a third-party partner), we will notify you of any delays and provide an estimated timeline for resolution.
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4. Resolution Actions
Depending on the nature of the complaint, we may offer the following resolutions:
• Clarification or explanation of product usage or terms
• Correction of service or access issues
• Replacement of defective or unsatisfactory items
• Partial or full refund (in accordance with our Terms & Conditions)
• Staff training or onboarding support, where misunderstanding has contributed to the issue
All actions will be documented and shared with your primary contact person.
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5. Escalation Procedure
If your organisation is unsatisfied with the outcome or the handling of your complaint, you may escalate the matter by:
• Emailing [email protected] with the subject line: “Complaint Escalation”
• Referencing your original complaint and providing any new or outstanding concerns
A member of our senior leadership team will review the escalation and provide a response within 5 business days.
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6. Continuous Improvement
We welcome all feedback and use complaints as an opportunity to improve our products, customer service, and corporate partnerships. You may be contacted after resolution to provide feedback on the process and experience.