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Complaints procedure

We take complaints seriously and aim to resolve them fairly and promptly.

How to complain

Please contact us in writing with your name, contact details, order reference (if applicable), and a clear description of your concern:

Email: chat@lifessmotion.world
Post: Complaints, Lifessmotion, Mortimer House, 19 Castle Street, Hay-on-Wye, HR3 5DF

What happens next

  1. We acknowledge your complaint within 2 working days.
  2. A named member of our team investigates and responds within 14 working days.
  3. If we need more time, we will explain why and provide a revised date.

Escalation

If you remain dissatisfied, you may request a review by our Managing Director. For consumer disputes relating to goods or services, you may seek guidance from Citizens Advice or use an approved alternative dispute resolution provider where applicable.

Records

We retain complaint records for up to 3 years to monitor service quality and comply with legal obligations.