Complaints Policy

Our commitment to you

Trusted Team Ltd ("Trusted Team", "we", "us", "our") is committed to providing a high standard of service across everything we do — our coaching programmes, membership, courses, workshops, and the Limitless Life Planner app. We know that things don't always go to plan, and if you're unhappy with any aspect of our service, we want to hear about it and put things right wherever we reasonably can.

This policy explains how to raise a complaint with us, what you can expect from us in response, and where you can go if you remain unhappy with the outcome.

How to make a complaint

You can make a complaint in any of the following ways:

• Email: hello@thetrusted.team
• Post: Trusted Team Ltd, 97b Westgate, Grantham, Lincolnshire, NG32 6LE

To help us look into your complaint quickly, please include:

• your name and contact details;
• which product or service your complaint relates to (for example, a specific programme, workshop, membership, or the Limitless Life Planner app);
• a clear description of what happened and when; and
• what outcome you're looking for.

What happens next

When we receive your complaint, here's what you can expect:

1. We will acknowledge your complaint within 5 working days of receiving it.
2. We will look into what happened, which may involve speaking to the relevant member of our team.
3. We will aim to give you a full response, including the outcome of our review and any next steps, within 14 working days of acknowledging your complaint. If a complaint is more complex and needs longer, we will let you know, explain why, and give you a revised timeframe.
4. Where we've got something wrong, we will explain what happened, put it right where we reasonably can, and let you know what we're doing to stop it happening again.

If you're not satisfied with our response

We hope that most complaints can be resolved directly with us. If you remain unhappy after receiving our response, please let us know and we will review the matter again, which may include a senior member of our team taking a fresh look.

We are not currently a member of an approved Alternative Dispute Resolution (ADR) scheme. If this changes, we will provide details of the relevant provider here. You are not obliged to use ADR, and nothing in this policy affects your right to bring a claim through the courts at any time.

Refunds and cancellations

Our approach to refunds and cancellations depends on which product or service your complaint relates to, since the terms vary between a one-off workshop, an ongoing membership, and our app subscription. This section gives a general summary; the specific terms and conditions for the product you've purchased will always take precedence.

Limitless Life Planner: the app offers a 66-day free trial with no payment details required, and no charge is ever taken unless you actively choose to purchase a subscription. Once subscribed, there is no minimum term — you can cancel at any time and will only ever be charged for your current billing period. If you purchase a subscription, you also have a statutory 14-day cooling-off period from the date of purchase. Full details are set out in the Limitless Life Planner Terms and Conditions.

Coaching, membership, courses, and workshops: refund and cancellation terms are set out at the point of purchase for each individual programme, course, membership, or event, and will be confirmed to you when you book or sign up.

In all cases, nothing in this policy, or in any product-specific terms, affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact us

Trusted Team Ltd
Registered office: 97b Westgate, Grantham, Lincolnshire, NG32 6LE
Company number: 13948970
Email: hello@thetrusted.team