Complaints Procedure

How to raise a concern or complaint with Phytoventures Ltd.

Last updated: 30 March 2026 Phytoventures Ltd (Company No. 16388003)

1. Introduction

Phytoventures Ltd ("we", "us", "our") is committed to providing a high standard of service to our clients, partners, and the communities we serve. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.

This procedure sets out how you can raise a complaint, what we will do with it, and what you can expect from us.

2. Who Can Complain

This procedure is available to:

  • Clients and users of Phytoventures services (including the client portal, events, and Ask Patients)
  • Visitors to our websites and platforms
  • Participants in CannConnect, CannCare, or any Phytoventures-affiliated service
  • Third parties who believe they have been affected by our activities
  • Employees, contractors, and volunteers (workplace complaints should be directed to HR)

3. What We Investigate

We will investigate complaints relating to:

  • The quality or delivery of our services (web development, branding, platform development, consulting)
  • Billing disputes, invoicing errors, or payment processing issues
  • Conduct of Phytoventures staff, contractors, or representatives
  • Data protection and privacy concerns (including GDPR-related matters)
  • Events (CannConnect, sponsorships, ticketing, or exhibition issues)
  • The Ask Patients survey service (including data handling by third-party data controllers)
  • Content published on our platforms or websites
  • Discrimination, harassment, or any form of unfair treatment
  • Accessibility of our services or platforms
  • Breaches of our Code of Conduct by supported projects

We may not investigate complaints that are:

  • Anonymous (we need to be able to contact you to resolve the matter)
  • About matters outside our control (e.g. third-party services we do not operate)
  • Vexatious, frivolous, or submitted in bad faith
  • Already subject to legal proceedings

4. How to Submit a Complaint

All complaints should be submitted in writing to:

Email: [email protected]
Subject line: Complaint — [Brief description]

Your complaint should include:

  • Your full name and contact details
  • The date(s) of the incident or issue
  • A clear description of your complaint
  • The names of any individuals involved (if applicable)
  • Any supporting evidence (emails, screenshots, documents)
  • What outcome you are seeking

If you are unable to submit your complaint in writing, please contact us at [email protected] to discuss alternative arrangements.

5. What Happens Next

Stage 1 — Acknowledgment (within 3 business days)

We will acknowledge receipt of your complaint within 3 business days and provide you with a reference number. We will confirm who is handling your complaint and the expected timeline for resolution.

Stage 2 — Investigation (within 15 business days)

We will investigate your complaint thoroughly and impartially. This may include reviewing records, speaking to relevant staff, and examining any evidence provided. We aim to complete our investigation within 15 business days. If the matter is complex and requires more time, we will inform you of the revised timeline and the reasons for the delay.

Stage 3 — Resolution (within 20 business days)

We will write to you with our findings and any proposed resolution. This may include:

  • An explanation of what happened and why
  • An apology where appropriate
  • Corrective action taken or planned
  • Compensation or a goodwill gesture where warranted
  • Changes to our processes to prevent recurrence

Stage 4 — Escalation

If you are not satisfied with the outcome at Stage 3, you may request an escalation. Escalated complaints will be reviewed by a member of the Phytoventures leadership team who was not involved in the original investigation. The escalation review will be completed within 10 business days.

6. Data Protection Complaints

If your complaint relates to how we handle personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Website: ico.org.uk
Telephone: 0303 123 1113

We encourage you to raise data protection concerns with us first so we have the opportunity to address them.

7. Complaints About Supported Projects

If your complaint relates to a project supported under our Free Websites programme or any other Phytoventures-backed initiative, we will investigate in accordance with our Code of Conduct. We reserve the right to withdraw support from any project that breaches the Code of Conduct following investigation.

8. Complaints About Ask Patients Surveys

Surveys conducted through our Ask Patients service are the responsibility of the data controller (the company that created the survey), not Phytoventures Ltd. If your complaint relates to the content of a survey or how your survey responses are being used, please contact the data controller directly using the privacy policy and terms of service links provided on the survey.

If your complaint relates to how Phytoventures distributed or promoted the survey, please contact us using the process above.

9. Confidentiality

All complaints are treated in confidence. Information will only be shared with those who need to know in order to investigate and resolve the matter. We will comply with our obligations under the Data Protection Act 2018 and UK GDPR at all times.

10. Record Keeping

We maintain records of all complaints received, including the nature of the complaint, how it was investigated, and the outcome. These records are retained for 6 years in accordance with our data retention policy and may be used to identify trends and improve our services.

11. Unreasonable Behaviour

While we are committed to investigating all genuine complaints, we reserve the right to limit or cease contact with individuals who behave in an abusive, threatening, or persistently unreasonable manner towards our staff. We will always warn before taking such action and will explain how the complaint can still be progressed.

12. Governing Law

This complaints procedure is governed by the laws of England and Wales.

13. Contact

Phytoventures Ltd
Company Number: 16388003
Registered in England and Wales