This complaints policy is up to date as of: 12 September 2024.

Thomas Solomon is the sole owner of Veohtu and operates the www.veohtu.com website ("Site"). Throughout this document, the terms “he”, “him”, “his”, “I”, “my”, and “me” refer to Thomas Solomon. The term “Veohtu” refers to the name under which Thomas Solomon provides information (articles, infographics, etc.), training tools, and training plans ("Services"). The terms “client”, “user”, "you", and "your" refer to the user who is bound by these terms. The use of the word “including” shall mean “including without limitation.”

By visiting or accessing the www.veohtu.com website ("Site") or by using Thomas Solomon’s consulting services ("Services"), you agree to be bound by the terms and conditions, policies, and notices (“Terms”) on this page. If you do not agree to these Terms, you must not visit the Site or use any Services.

1. This policy.

This policy explains how:

- you, the client, can raise a complaint with me about my services; and,
- how I will deal with complaints.

I will always aim to provide high-quality services and to provide a high standard of client care. I recognize, however, that sometimes I may not get things right. As such, it is important that you can raise any issues or complaints with me.

2. How to make a complaint.

If you would like to make a complaint, you can do so via email.

3. Information.

Please include the following information in your complaint:

- Your full name.
- Your contact details (telephone number and email address).
- The fact that you are raising a complaint.
- Any relevant dates and times that are relevant to your complaint.
- The types of services I have provided to you.
- A key summary of the problem(s) you have experienced, and why the services were not satisfactory.

4. What to expect.

Complaints will be received and progressed during my business working hours, which are:

- Monday to Friday, 9 am to 5 pm.
- I do not work during evenings or weekends.
- I do not check my email outside of my business working hours.

Investigation: I will then conduct a thorough investigation into your complaint. I may need to contact you to obtain further details during my investigation.

- A full refund,
- A partial refund, or
- Provision of the services again.

I will offer the solution I judge is most appropriate in the circumstances. The above examples are the usual solutions I may offer, although there may be occasions where I offer a different solution where this is appropriate.

If I do not agree with your complaint, I will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally (see below).

5. Further information.

I would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Please contact me if you wish to invite me to engage in any method of alternative dispute resolution.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.