📄 COMPLAINTS POLICY

StepUpcmg Ltd | Catherine Gallacher
Certified Empowerment Result Coach™ | Psychological Ambassador™Last updated: September 2026

1. Our Approach

StepUpcmg Ltd is committed to providing a professional, clear and respectful service.We aim to deliver our services, programmes and digital products to a high professional standard. If something has not met your expectations, we welcome the opportunity to understand your concerns, review what has happened and, where appropriate, resolve the matter. Complaints will be considered fairly, respectfully and without discrimination.

2. How to Make a Complaint

If you wish to raise a concern or make a formal complaint, please contact:Email:stepupcmg@gmail.com Please provide, where possible:Your full name; Your preferred contact details and The service, product, programme or transaction concerned. Details of your concern or complaint. Relevant dates and supporting information. Details of any previous communication about the matter. The outcome or resolution you are seeking. Providing this information will help us understand and investigate your complaint appropriately.

3. What Happens Next

We aim to acknowledge a formal complaint within 5 working days of receiving it. We will:Review the information you have provided. Consider any relevant records or communications. Seek further information from you where reasonably necessary. Consider the circumstances fairly and objectively. Provide you with a response and, where appropriate, a proposed resolution. We aim to provide a substantive response within 20 working days of receiving a complaint. If a matter is particularly complex or requires additional information and we are unable to respond fully within that period, we will aim to explain the reason for the delay and provide an indication of when a response can be expected.

4. Types of Complaints Covered

This policy applies to complaints concerning products and services provided by StepUpcmg Ltd, including: Coaching and professional development services. Executive briefings and live sessions Talks, workshops and masterclasses. Corporate programmes and engagements. Digital products. Recorded and on-demand content. Access to purchased digital materials. Bookings and payments. Customer service and communications. Website-related customer experience. Where a corporate engagement is governed by a separate written agreement containing its own complaints or dispute-resolution provisions, the terms of that agreement may apply.

5. Purchases, Refunds and Digital Content

If your complaint concerns a purchase, cancellation, refund or access to digital content, it will be considered alongside the applicable Terms & Conditions and your statutory consumer rights. Making a complaint does not affect any statutory rights or remedies available to you.

6. Data Protection Complaints

If your concern relates to the collection, use, storage, disclosure or other handling of your personal data, please contact us at:stepupcmg@gmail.com.We will consider the matter in accordance with our Privacy Policy and applicable data protection requirements.You also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's data protection supervisory authority. StepUpcmg Ltd ICO Registration Number: Z7927157

7. Confidentiality and Personal Information

Information provided as part of a complaint will be handled appropriately and in accordance with our Privacy Policy and applicable data protection law. Information will be shared only where reasonably necessary to investigate, respond to or resolve the complaint, or where disclosure is otherwise required or permitted by law.

8. Fair and Respectful Communication

We are committed to handling complaints professionally and respectfully. We ask that communications relating to complaints are also conducted respectfully. Abusive, threatening, discriminatory or persistently unreasonable communications may be subject to reasonable limits where necessary to protect individuals or enable the matter to be handled effectively.This will not prevent a legitimate complaint from being considered.

9. Commitment to Resolution

All complaints are taken seriously. Where a complaint identifies something that could reasonably be improved, we may use the information to review our processes, communications, products or services. Where appropriate, we will work with you to identify a reasonable resolution.

10. Contact

For complaints or concerns, please contact: StepUpcmg Ltd
Catherine Gallacher
Certified Empowerment Result Coach™ | Psychological Ambassador™

Email: stepupcmg@gmail.com Website: www.realisedcatherinegallacher.net

Registered Address:

Union House
11 New Union Street
Coventry
CV1 2NT

United KingdomLast updated: September 2026