Complaints Procedure
Base Collective Limited
Last updated: 29 October 2026
We aim to provide a professional, reliable and responsive service. If something goes wrong, please tell us so we can investigate and put matters right where appropriate.
This procedure applies to complaints about services provided by Base Collective Limited, trading as Base Collective.
1. How to make a complaint
You can contact us by email or post.
Email: [email protected]
Post:
Anna Louise Threadgold
Base Collective Limited
Suite 5, The Barns
Lane End Farm
Kelsall Road
Ashton Hayes
CH3 8BH
Please include, where available:
- Your name and contact details.
- Your company name and order or customer reference.
- The service your complaint concerns.
- What happened and any relevant dates.
- Supporting information or correspondence.
- What you would like us to do to resolve the matter.
You do not need to provide every detail before raising a complaint. We will ask for further information if necessary.
If you need help making a complaint or require a different communication format, please contact us on 01244 740 525.
2. Who handles complaints
Complaints are handled by Anna Louise Threadgold, Director of Base Collective Limited.
Base is currently operated by its sole director, so reconsideration under this procedure is not an independent review.
We will consider complaints fairly, including complaints about the director’s own actions, and seek appropriate external advice where necessary.
Acknowledging or investigating a complaint does not, by itself, mean that Base accepts liability.
3. Acknowledgement
We will acknowledge your complaint within three working days of receipt.
Our acknowledgement will confirm receipt, explain the next steps and identify any further information we need.
Working days exclude weekends and public holidays in England.
If your complaint involves an urgent issue, such as missing official correspondence, a legal deadline or a possible security incident, please make this clear. We will assess whether immediate action is needed while the complaint is investigated.
4. Investigation
We will review the relevant information, which may include your instructions, order details, correspondence, payment records and service records.
We may contact you to clarify what happened or request further evidence.
We aim to investigate and provide a written response within 14 working days of receiving your complaint.
If we need more time, we will explain the reason, provide an update and give you a revised response date. We will keep you informed of any further material delay.
5. Our response
Our written response will explain:
- The issues we investigated.
- Our findings and the reasons for our decision.
- Whether we uphold your complaint in full, in part or not at all.
- Any corrective action or remedy we propose.
- When any agreed action will be completed.
- How to request reconsideration if you remain dissatisfied.
Depending on our findings and the circumstances, a remedy may include correcting an error, providing further assistance, an apology, a refund or another appropriate action.
Making a complaint does not automatically establish an entitlement to a refund or compensation. Any remedy will be assessed in accordance with the facts, our Terms and Conditions and applicable law.
This does not limit any remedy you are legally entitled to.
6. If you remain dissatisfied
You can request reconsideration by emailing or writing to us using the contact details above.
Please explain what you believe we have missed, why you disagree with the response, or provide any new supporting information.
We will acknowledge your request within three working days and aim to provide a further written response within 14 working days of receiving it.
If more time is needed, we will explain why and provide a revised response date.
As Base is currently operated by its sole director, reconsideration will normally be carried out by the same director. We will reassess the complaint and any additional evidence fairly and seek external advice where appropriate.
Where applicable, our final response will explain relevant external dispute-resolution arrangements and whether we are required or willing to participate.
7. Confidentiality and records
We will handle complaint information with appropriate confidentiality and use it to investigate, respond, meet legal obligations and improve our services.
Information may be shared with relevant service providers, professional advisers or authorities where necessary and lawful.
We will retain complaint records in accordance with our documented retention arrangements and Privacy Policy.
Legal or regulatory restrictions may prevent us from disclosing certain information. Where this applies, we will provide as much explanation as we lawfully can.
8. Learning from complaints
We will record complaints, their outcomes and any corrective action.
Where a complaint identifies a weakness in our services or processes, we will review the relevant procedures and record the improvements needed.
9. Your rights
Making a complaint is free of charge.
This procedure does not affect your statutory rights.