Our commitment
We aim to resolve all complaints fairly, promptly and transparently. If something has gone wrong, we want to know so we can put it right.
Step 1 — Contact Us
Send your complaint to info@theroadahead.uk or use our contact form.
Please include:
- Your name and email address
- The date and nature of the issue
- Any relevant order number or page URL
- What you would like us to do to resolve it
Step 2 — Acknowledgement
We will acknowledge your complaint within 2 business days of receipt.
Step 3 — Investigation and Response
We aim to provide a full response within 10 business days. If we need more time to investigate, we will let you know and provide an estimated resolution date.
Our response will include:
- A summary of your complaint
- Our findings
- The action we are taking to resolve it
- Any further escalation options available to you
Step 4 — Escalation
If you are not satisfied with our response, you have the following options:
- Trading Standards: Contact your local Trading Standards service via Citizens Advice Consumer Service (0808 223 1133).
- Information Commissioner's Office (ICO): For complaints about how we handle your personal data, contact the ICO at ico.org.uk/make-a-complaint or call 0303 123 1113.
- Alternative Dispute Resolution (ADR): Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are not currently subscribed to an ADR scheme. However, you may still refer a dispute to an ADR provider if one is available for your type of complaint.
These escalation routes do not affect your statutory rights.
Refund-Related Complaints
If your complaint relates to a refund for a digital product, please see our Refund Policy for specific terms and timeframes.
Data Protection Complaints
If your complaint relates to how we handle your personal data, you have the right to lodge a complaint with the ICO. See our Data Rights page for more information.
Last updated: June 2026