Complaints.

Jurisdiction

Which law applies?

Toby Jones is a UK-based sole trader. Under UK law, where a Canadian individual purchases a service from a UK company - including where the service is delivered in Canada by an employee or contractor of that UK company, or where the business targets UK customers - UK law applies to that transaction. This means that Canadian consumers purchasing from Toby Jones (and affiliates) are protected by UK consumer protection legislation, regardless of the location in which the work is performed.

Making a complaint

How to file a Formal Grievance

If you have a complaint that falls within our scope (see below), you should submit a Formal Grievance by email. Please include a clear description of your complaint, any relevant dates, and any supporting documentation.

1. 1 Email your complaint to complaints@tobyjones.info with the subject line "Formal Grievance".
2. 2 Include the details - your name, a description of the issue, relevant dates, and any supporting evidence (e.g. invoices, correspondence).
3. 3 Receive a response within 14 working days. If further investigation is required, you will be notified of the expected timeline.

Scope

What we can and cannot handle

We are able to handle the following types of complaint:

• Complaints regarding work completed within the last 14 days.
• Complaints regarding payments - including billing errors, unauthorised charges, or refund disputes.

We are not able to handle the following:

• Complaints expressing general dissatisfaction with work completed at any time. These must be submitted to Trading Standards (see below).
• Complaints regarding work completed more than 14 days ago, unless they relate to a payment dispute.

Escalation

Complaints about the quality of work

If you are dissatisfied with the quality of work completed at any time, this falls outside the scope of our internal complaints process. You have the right to report this to Trading Standards, the UK authority responsible for investigating businesses that may be trading unfairly.

Trading Standards can investigate issues such as misleading descriptions of services, poor workmanship, and unfair trading practices. They may not directly inform you regarding the status of disputes, but reports contribute to investigations and can result in enforcement action.

1. 1 Contact Citizens Advice - visit citizensadvice.org.uk or call +44 808 223 1133 (free from UK landlines & mobiles, Monday to Friday 9am - 5pm GMT/BST).
2. 2 Provide details of the trader (name, website, contact information) and a description of the problem, including dates and any evidence such as contracts or correspondence.
3. 3 Your report is passed on - Citizens Advice will share your information with the relevant Trading Standards team, who will decide whether to investigate. You may not receive a direct response from Trading Standards, but your report is recorded and acted upon.