Complaints Procedure

We take all complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of the My Soul Purpose service, please follow the procedure below.

How to Complain

Please send your complaint by email to: complaints@mysoulpurpose.co.uk

To help us resolve your complaint as quickly as possible, please include:

• Your name and email address associated with your account
• A clear description of your complaint
• Any relevant dates, screenshots, or supporting information
• What outcome you are hoping for

Response Times

We will acknowledge your complaint within 5 working days of receiving it. We aim to provide a full resolution within 28 days. If your complaint requires further investigation, we will keep you informed of our progress.

Escalation

If you are not satisfied with our response, you have the right to escalate your complaint:

• Data protection complaints — you may lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk
• Service complaints — you may seek resolution through an Alternative Dispute Resolution (ADR) provider. We will provide details of an approved ADR provider upon request.

Contact Details

My Soul Purpose Ltd
Email: complaints@mysoulpurpose.co.uk
Data Protection Officer: dpo@mysoulpurpose.co.uk