Complaints Procedure

At Kidz Code Club, we strive to provide the best experience for our users. However, if you have any concerns or complaints, we're here to help resolve them promptly and fairly. Please follow the steps below to submit a complaint:

1. Contact Support

If you encounter an issue or have a complaint, we encourage you to first reach out to our support team. You can contact our support team through support@kidzcodeclub.com, available Monday to Friday, 9am to 5PM GMT. Our dedicated support staff will do their best to assist you and resolve the issue as quickly as possible.

2. Provide Details

When contacting support, please provide as much detail as possible about your complaint, including:

• Your username or email associated with your account.
• A clear description of the issue or complaint.
• Any relevant screenshots or error messages.

The more information you provide, the better we can understand and address your concerns.

3. Escalation

If you are not satisfied with the resolution provided by our support team, you may request to escalate your complaint. Your complaint will then be reviewed by a supervisor or manager, who will investigate the matter further and provide a response.

4. Formal Complaint

If you feel that your complaint has not been adequately addressed through the support and escalation process, you may submit a formal complaint. Please send an email to support@kidzcodeclub.com with the subject line "Formal Complaint." In your email, include:

• Details of your previous interactions with our support team.
• A summary of your complaint and the desired resolution.
• Any additional information or evidence to support your complaint.

5. Review and Response

Upon receipt of your formal complaint, our management team will conduct a thorough review of the matter. We will strive to provide a response within 7 days acknowledging your complaint and outlining the steps we will take to address it. If additional time is needed for the investigation, we will inform you accordingly.

6. Final Resolution

After investigating your complaint, we will provide a final resolution or decision. We are committed to resolving complaints fairly and promptly, and we appreciate your patience throughout the process.

7. Feedback

We value feedback from our users and use it to improve our services. After your complaint has been resolved, we encourage you to provide feedback on your experience with our complaints procedure.

Contact Information

If you have any questions about our complaints procedure or need assistance, please don't hesitate to contact us at support@kidzcodeclub.com.