Complaints Procedure

Last Updated: 1st June 2026

At Embodied in Art by Jess, I am committed to providing high-quality artwork, creative wellbeing experiences, workshops and customer service.

I value feedback and view complaints as an opportunity to learn, improve and resolve concerns fairly and respectfully.

Informal Resolution

If you are unhappy with any aspect of a product, service, workshop, commission or interaction, I encourage you to contact me as soon as possible so that we can try to resolve the matter informally.

Many concerns can be addressed quickly through open communication.

How to Make a Complaint

Complaints should be submitted in writing by email and include:

Your name
Contact details
Details of your complaint
Any relevant dates or supporting information
The outcome you would like to see

Please send complaints to:

Email: embodiedinart.byjess@gmail.com

What Happens Next

Acknowledgement

I will acknowledge receipt of your complaint within 5 business days.

Investigation

I will review the information provided and may contact you for further details if necessary.

I aim to investigate all complaints fairly, impartially and confidentially where appropriate.

Response

A full response will normally be provided within 20 business days of receiving the complaint.

If additional time is required, I will keep you informed of progress and provide an updated timescale.

Possible Outcomes

Depending on the nature of the complaint, outcomes may include:

An explanation or clarification
An apology
Corrective action
A replacement product
A refund where appropriate and consistent with relevant policies
Improvements to services, procedures or communications

Respectful Communication

I am committed to treating all individuals with dignity and respect.

I ask that all communications relating to complaints remain respectful and constructive.

Abusive, threatening, discriminatory or harassing behaviour will not be tolerated and may result in communication being terminated.

Confidentiality

Information relating to complaints will be handled sensitively and in accordance with applicable data protection laws.

Information will only be shared where necessary to investigate and resolve the complaint or where required by law.

External Rights

This complaints procedure does not affect any statutory rights you may have under applicable consumer protection or data protection legislation.

If your complaint relates to the handling of personal information, you may also have the right to contact the Information Commissioner's Office (ICO).

Continuous Improvement

Feedback and complaints help Embodied in Art by Jess improve services, products and customer experiences.

Where appropriate, lessons learned from complaints will be used to improve future practice.

Contact

Jessica Stevens
Embodied in Art by Jess