LAST UPDATED 2nd FEBRUARY, 2026

1. Raising a Complaint

If you are dissatisfied with any aspect of the services provided by Lead Tidal Ltd, you must submit a complaint in writing via our official helpdesk as detailed on our terms and conditions page at: https://www.LeadTidal.com/terms

Complaints submitted by any other means (including email, telephone, WhatsApp, social media, or in-person communication) will not be treated as formal complaints and may not be responded to.

To enable us to investigate, you must include:

- your full name,

- your business name (if applicable),

- the email address used to purchase our services, and

- a clear description of the complaint.

2. Acknowledgement and Investigation

We will acknowledge receipt of a valid complaint within three (3) working days.

The complaint will be reviewed by an appropriate member of our team, and we may request additional information where reasonably necessary.

3. Response Time

We aim to provide a substantive written response within fourteen (14) working days of acknowledgement.

Where a complaint is complex and requires additional time, we will inform you of the reason for the delay and provide an updated response timeframe.

4. Refunds, Billing, and Contractual Matters

Any complaint relating to refunds, cancellations, billing, subscriptions, or payment disputes will be determined strictly in accordance with the terms and conditions accepted at the time of purchase, including any applicable refund policy.

5. Escalation

If you remain dissatisfied with our response, you may request a review by replying to the original helpdesk ticket within seven (7) days of our decision, clearly stating the grounds for escalation.

A senior member of management will review the matter and issue a final written response.

6. External Resolution and Jurisdiction

Lead Tidal Ltd provides business-to-business services and is not required to participate in consumer Alternative Dispute Resolution (ADR) schemes.

Nothing in this Complaints Procedure limits either party’s legal rights.

Any dispute not resolved through this procedure shall be governed by English law and subject to the exclusive jurisdiction of the English courts.

7. Record Keeping

We maintain records of complaints and their outcomes for compliance, audit, and service improvement purposes.

8. Important Notice

For the avoidance of doubt, all complaints must be submitted via our helpdesk as detailed on our terms and conditions page at: https://www.leadtidal.com/terms

Failure to follow this procedure may result in delays or the complaint not being reviewed.