COMPLAINTS PROCEDURE

Last updated: 8 August 2026

This document applies to FlowNest Workspace ("we", "us", "our"), a UK sole trader business operated by Mohammad Sahamulla of 43 East Road, Feltham, TW14 8DG, United Kingdom. You can contact us at info@flownestworkspace.co.uk or +44 7344 062403.

1. Our commitment

We take complaints seriously. Every complaint is handled personally by the business owner, investigated fairly and used to improve the service.

2. How to complain

Email info@flownestworkspace.co.uk with "Complaint" in the subject line, call +44 7344 062403 during UK business hours, or write to FlowNest Workspace, 43 East Road, Feltham, TW14 8DG, United Kingdom.

Please include your name and contact details, the email address associated with your account, a clear description of what went wrong including dates, and the outcome you are seeking. Attach any relevant screenshots or correspondence.

3. Our process

• Acknowledgement within five business days confirming receipt and giving you a reference.
• Investigation in which we review the relevant records, technical logs and correspondence, and contact you if we need more information.
• Response within 20 business days setting out our findings, the reasons for them and any action we will take. If more time is needed we will explain why and give a revised date.
• Resolution which may include an explanation, an apology, a technical fix, a goodwill gesture or a refund where appropriate.

4. If you are not satisfied

Ask for your complaint to be reviewed again, explaining why you disagree with the outcome. We will carry out a fresh review and respond within a further ten business days.

5. External options

If we cannot resolve matters between us, consumers can seek advice from Citizens Advice or the Chartered Trading Standards Institute. Data protection complaints may be referred to the Information Commissioner's Office. Payment disputes can also be raised with your card issuer.

6. Records

We keep a record of all complaints and their outcomes for at least three years, and review them periodically to identify recurring issues.

Contact us

If you have any questions about this document, email info@flownestworkspace.co.uk, call +44 7344 062403 or write to FlowNest Workspace, 43 East Road, Feltham, TW14 8DG, United Kingdom. We aim to respond to all written enquiries within five business days.