Complaints & Resolution

Complaints & Resolution Procedure

Effective date: 1st February 2026

MyNewFuture.org is operated by My New Future CIC (Community Interest Company), Company No. 16297063.
We aim to provide a helpful, fair, and reliable service. If you are unhappy with any part of the service, we want to hear from you and will take your concerns seriously.

This page explains how to make a complaint and how we handle complaints.

Our Commitment

We will:

  • treat all complaints respectfully

  • review concerns fairly and objectively

  • respond within a reasonable time

  • aim to resolve problems quickly

  • explain decisions clearly

  • use feedback to improve our service

Making a complaint will not affect your ability to use the service.

How To Make a Complaint

Please submit complaints in writing so we can review them properly.

Include:

  • your name

  • your contact email

  • the date of the issue

  • a description of the problem

  • any relevant order or transaction reference

  • screenshots if helpful

Send complaints to:

Email: [your complaints email]
Subject line: Complaint — MyNewFuture.org

What Happens Next

Step 1 — Acknowledgement

We aim to acknowledge your complaint within:

3 working days

Step 2 — Review

We will:

  • review the details

  • check system records where available

  • assess whether policy or system error occurred

  • consider any refund or corrective action where appropriate

Step 3 — Response

We aim to provide a full response within:

7–14 working days

If more time is needed, we will inform you.

Possible Outcomes

Depending on the case, outcomes may include:

  • explanation and clarification

  • correction of an error

  • technical fix

  • service credit

  • refund (where policy allows)

  • goodwill gesture

  • policy explanation

Not all complaints will result in refunds, especially where personalised digital plans have already been delivered, but each case is reviewed individually.

Complaints About AI-Generated Plans

If your complaint relates to AI-generated guidance or plans:

Please note:

  • plans are based on the information you provide

  • guidance is informational, not professional advice

  • outcomes cannot be guaranteed

However, we will still review concerns about:

  • inappropriate outputs

  • unclear guidance

  • technical faults

  • system errors

  • missing content

Escalation

If you are not satisfied with our response, you may request a further internal review. Please reply to our response email and state:

“Request for complaint escalation”

A senior review will then be carried out.

Abuse or Misuse of the Complaints Process

We will not tolerate abusive, threatening, or offensive communications. Such messages may be refused or ignored.

Contact Details

My New Future CIC
Company No: 16297063
Website: MyNewFuture.org
Email: ericcuthbert31@gmail.com