CLIENT PROTECTION
Complaints Handling Policy
How to raise a complaint, how we handle it, and what to do if you are still unhappy.
We aim to deliver a high standard of service, but if something goes wrong we want to know, and we want to put it right. This policy explains how to make a complaint, how we handle it, how long it takes, and what you can do if you remain dissatisfied. GoZtartUp is a trading name of Aice Limited (Company No. 14726496).
1. Our approach to complaints
A complaint is any expression of dissatisfaction that needs a response. We treat every complaint as a chance to put something right and to improve. We will deal with your complaint fairly, look into it properly, and keep you informed. Making a complaint will never affect the quality of service you receive from us.
2. How to make a complaint
You can complain in whichever way is easiest for you.
| Channel | Details |
|---|---|
| info@goztartup.com, with “Complaint” in the subject line. | |
| Post | Aice Limited, 335 Manchester Road East, Little Hulton, Manchester M38 9AR. |
| By phone or on a call | Tell us during any call. We will confirm a verbal complaint in writing within 3 working days and ask you to confirm the details. |
It helps if you can tell us what happened, when, who was involved, and what you would like us to do to put it right. You can complain at any time during your engagement, or up to 12 months after it ends.
We will make reasonable adjustments to help anyone who has difficulty using our standard channels, including accepting complaints from an authorised representative, providing information in alternative formats on request, and allowing extra time where you have a disability or where English is not your first language.
3. What happens when you complain
We follow a clear, three-stage process.
Stage 1, acknowledgement. We log your complaint and send you a written acknowledgement within 3 working days. This confirms a reference number, our understanding of your complaint, who is handling it, and when you can expect a response.
Stage 2, investigation. We look into your complaint properly. We gather the relevant records, and where your complaint concerns work done by one of our team, we get their account too. We assess whether the service met the standard it should have, whether the agreed scope was delivered, and the cause of any delay.
Stage 3, final response. We send you a written final response setting out what we found, whether your complaint is upheld in full, in part, or not upheld, any remedy we are offering and why, and your options if you remain dissatisfied.
4. How long it takes
| Stage | Timeframe |
|---|---|
| Acknowledgement | Within 3 working days of receipt. |
| Informal resolution | Within 5 working days, for straightforward matters resolved without formal investigation. |
| Investigation (standard) | Within 15 working days. We will update you if we need more time. |
| Investigation (complex, including guarantee or refund disputes) | Within 20 working days, with up to 10 further working days if needed, on written notice to you. |
| Final response | Within a maximum of 8 weeks. If we cannot respond in full within 8 weeks, we will write to explain the delay and tell you about your options for external resolution. |
| Any refund offered | Within 14 calendar days of confirming it in writing, to your original payment method where possible. |
5. What this policy does not cover
Some matters fall outside our complaints process, because they are not ours to decide:
- Decisions by the CQC or Ofsted. We cannot influence or overturn a regulator’s decision. If your complaint is about a regulatory decision, we will explain your options, but the decision rests with the regulator.
- Decisions by third parties we introduce you to, such as accountants or solicitors. Those should be raised with the professional concerned.
- Decisions by a payment provider, such as a Klarna credit assessment. Those should be raised with the provider.
6. If you remain dissatisfied
If you have been through our complaints process and you are still unhappy, you have further options. You can seek independent legal advice, you can use mediation or alternative dispute resolution (ADR), or you can pursue a claim through the courts. While we are not currently a member of a specific ADR scheme, we will, where the law requires, provide you with information about a relevant ADR provider once our own process is exhausted. Nothing in this policy affects your statutory rights.
7. Data protection complaints
If your complaint is about how we have handled your personal data, we will deal with it in line with our Privacy Notice and UK GDPR. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
8. Contact
To make a complaint, or for any questions about this policy:
- Email: info@goztartup.com
- Post: Aice Limited, 335 Manchester Road East, Little Hulton, Manchester M38 9AR
Last updated: March 2026. Questions about this policy? Contact us at info@goztartup.com.