Complaints Policy

London Venture Club Limited

Revision Record

1. Our Commitment

London Venture Club Limited (“Venture Club”) is committed to maintaining high standards across all aspects of membership, operations, and communications. We take complaints seriously and aim to resolve them fairly, consistently, and promptly.

This policy applies to:

• Current and former members
• Prospective members (including applicants who have been declined)
• Chapter Operators
• Any other individual who has interacted directly with Venture Club in a professional or commercial capacity

2. What We Can and Cannot Handle

2.1 Within Scope

• Concerns about the quality or delivery of membership services
• Concerns about how you have been treated by Venture Club staff or chapter teams
• Disputes regarding billing, payment, or account administration
• Data protection concerns (see also Section 5)
• Concerns about a chapter operator’s conduct in connection with a Venture Club chapter

2.2 Outside Scope

• Complaints about third-party organisations, venues, or services not under Venture Club’s direct control
• Requests to override a discretionary membership decision (admission, suspension, or termination decisions made in good faith are not subject to appeal under this policy)
• Anonymous complaints (we will attempt to investigate but cannot guarantee a response)

3. How to Make a Complaint

Complaints should be submitted in writing by email to mike.mcclelland@londonventureclub.com with the subject line “Formal Complaint.”

Please include:

• Your full name and membership reference (if applicable)
• A clear description of your concern
• Any relevant dates, events, or correspondence
• What outcome you are seeking

4. Stage 1 — Informal Resolution

Where appropriate, we encourage you to raise a concern informally first with the relevant member of the chapter team or Venture Club staff. Many concerns can be resolved quickly through direct dialogue without a formal complaint being necessary.

If you raise an informal concern, we will aim to acknowledge it within 3 working days and to reach an informal resolution within 10 working days. If informal resolution is not possible, we will invite you to proceed to Stage 2.

5. Stage 2 — Formal Complaint

Formal complaints submitted to mike.mcclelland@londonventureclub.com will be handled as follows:

We will notify you in writing if we require additional time to complete an investigation.

Our written response will explain:

• Our findings
• Any action taken or proposed
• Your right to escalate if you remain dissatisfied

6. Stage 3 — Escalation

If you remain dissatisfied with our Stage 2 response, you may request that your complaint be reviewed by a director of London Venture Club Limited. Your request must be made within 10 working days of receiving the Stage 2 response.

A director’s review will be completed within 20 working days. The director’s decision represents Venture Club’s final internal position.

7. Data Protection Complaints

If your complaint relates to how we have handled your personal data, you may also lodge a complaint with the Information Commissioner’s Office (ICO):

• Website: ico.org.uk
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

8. Confidentiality

We will handle complaints with discretion. Information shared during the complaints process will be used only for the purpose of investigating and resolving the complaint, and retained in accordance with our Privacy Policy.

9. Unreasonable or Vexatious Complaints

We reserve the right to decline to investigate or to cease investigating a complaint that is, in our reasonable opinion, frivolous, vexatious, or a repeat of a complaint already investigated and decided. We will notify the complainant in writing if we reach this determination.

10. Review

This policy will be reviewed periodically and updated as necessary. The current version is dated 26 June 2026.

London Venture Club Limited
Registered in England and Wales
Last updated: 26 June 2026