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If something is not right

How to make a complaint

We want to know when something has gone wrong, so we can put it right and stop it happening again. You do not need a long or formal letter - a few sentences is enough.

Who to contact

Complaints are handled personally by the director, so they are not lost in a support queue. Use the secure form below, or any of the routes here.

  • Email: Jessica@SimplifiedSupport.co.uk
  • Telephone: 0330 043 0263 (leave a message with a callback time if we cannot answer straight away)
  • Post: Simplified Support Ltd, The Hand Stadium, Davis Lane, Clevedon, BS21 6TG, United Kingdom

Send your complaint

This form goes straight to Jessica. Fields marked optional can be left blank.

This helps us match your complaint to your records.

Include what happened and when. Please do not include urgent or highly sensitive information.

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We use your details only to investigate and respond to this complaint. Read our Privacy notice.

What happens after you complain

  1. 1Tell us

    Within 5 working days

    Contact us with a short summary of what went wrong, when it happened, and what you would like to happen next. The more detail you can give, the faster we can look into it. Please include your account email if you have one so we can match it to your record.

  2. 2We look into it

    Within 10 working days

    Your complaint is reviewed by Jessica Heslop, director of Simplified Support. We will acknowledge it in writing within 5 working days and aim to give you a full written response within 10 working days. If we need longer, we will tell you why and give you a new date.

  3. 3We put it right

    As soon as possible

    If we got something wrong, we will say so clearly, explain what happened, and put it right. That might mean a refund, a correction to your records, a change to how the platform works, or all three. If we disagree with your complaint, we will still explain our reasons in writing.

  4. 4If you are still unhappy

    Any time after our response

    If you are not satisfied with our response, you can ask for it to be reviewed again, or you can take your complaint to an independent body. For data protection concerns, that is the Information Commissioner's Office. For consumer and contract concerns, other routes are listed below.

If you want to escalate

We hope you will tell us first so we have a chance to put it right. If you would rather go straight to a regulator, or you are not satisfied with our response, these are the independent bodies that can help.

  • Data protection concerns - Information Commissioner's Office, the UK regulator for data protection. ico.org.uk/make-a-complaint or helpline 0303 123 1113.
  • Consumer and contract concerns - Citizens Advice consumer service on 0808 223 1133 or citizensadvice.org.uk. They can advise on your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
  • Companies House - for concerns about the company itself, Simplified Support Ltd, company number 16358501, registered in England and Wales, at find-and-update.company-information.service.gov.uk.

If your complaint is about safety

If your child is at immediate risk of harm, contact emergency services or your local urgent mental health service first - do not wait for a complaint response. For non-urgent safeguarding concerns about this platform, please tell us through the same routes above and we will treat them as a priority. Our Urgent support page lists services that can help now.

Read our Privacy noticeTerms, refunds and cancellation