Complaints Policy

How to complain

Email notthe11plus@gmail.com with the subject line “Complaint”. Support is currently provided by email only.

What to include

• your account email address;
• what happened and when;
• what you would like us to do;
• any relevant test, subscription, or invoice details; and
• any screenshots or evidence that help us understand the issue.

Response targets

We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days. If an issue needs more investigation, we will explain why and give an updated response window.

Escalation

If you are unhappy with the first response, reply and ask for the complaint to be reviewed again. A second review will be handled separately from the first response where possible.

For data protection complaints, you also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint/. For consumer rights advice, UK consumers can contact Citizens Advice.