Last updated: March 11, 2026
At Close a Company, we are committed to providing high-quality products and responsive customer support. If you have a complaint about our products, services, or support, we want to hear about it and resolve it fairly.
This policy explains how to make a complaint, how we handle complaints, and what options are available if we cannot resolve your concern.
1. What This Policy Covers
This policy applies to complaints about: – Products — Issues with our guides, templates, or downloadable content – Service — Problems with delivery, account access, or technical issues – Support — Dissatisfaction with the quality or timeliness of our support responses – Billing — Concerns about charges, refunds, or payment processing – Content — Concerns about the accuracy or quality of our educational materials
For refund requests specifically, please also review our Refund Policy.
2. How to Make a Complaint
Step 1: Contact Support First
Most concerns can be resolved quickly by contacting our support team directly:
- Email: support@closeacompany.com
- Contact form: /contact/
Please include: – Your name and email address – Your order number (if applicable) – A clear description of your complaint – What outcome you are seeking
Step 2: Escalation
If your complaint is not resolved to your satisfaction through our standard support process, you may request escalation by: – Replying to your support email with “ESCALATION REQUEST” in the subject line – Clearly stating why the initial response did not resolve your concern
Escalated complaints are reviewed by senior team members.
3. Our Response Commitments
| Stage | Timeline |
|---|---|
| Initial acknowledgment | Within 2 business days |
| Substantive response | Within 5 business days |
| Resolution proposal | Within 10 business days (for complex issues) |
| Final response | Within 20 business days (maximum) |
If we need more time to investigate your complaint, we will contact you to explain the delay and provide an updated timeline.
4. What to Expect
Acknowledgment
When we receive your complaint, we will send an acknowledgment that includes: – Confirmation that we received your complaint – A reference number for your complaint – The name of the person handling your complaint – Our expected timeline for response
Investigation
We will: – Review all relevant information you have provided – Request additional information if needed – Consult with relevant team members or partners – Consider your desired outcome
Resolution
We will provide a written response that: – Summarizes your complaint – Explains our findings – Proposes a resolution or explains why we cannot provide one – Informs you of any further options available
5. Possible Outcomes
Depending on the nature of your complaint, resolutions may include: – Full or partial refund — In accordance with our Refund Policy – Replacement product — If a download was corrupted or incomplete – Product update — If you identified an error in our content – Service credit — For significant service failures – Process improvement — Changes to prevent similar issues for other customers – Explanation — If our investigation shows we acted appropriately
6. If We Cannot Resolve Your Complaint
We aim to resolve all complaints fairly and promptly. However, if we cannot reach a resolution that satisfies you:
Informal Resolution Period
Per our Terms of Service, you agree to first attempt to resolve disputes informally by contacting us at support@closeacompany.com for at least 30 days before initiating any formal dispute process.
Formal Dispute Resolution
If informal resolution fails, our Terms of Service provide for: – Binding arbitration — Administered by the American Arbitration Association (AAA) – Small claims court — For disputes within the jurisdictional limits
For complete details, see Section 13 (Dispute Resolution) of our Terms of Service.
7. Feedback and Continuous Improvement
We value complaints as an opportunity to improve. After your complaint is resolved, you may receive a brief survey asking about your experience with our complaints process. Your feedback helps us serve all customers better.
8. Confidentiality
We treat all complaints confidentially. Information you provide will only be used to investigate and resolve your complaint and to improve our products and services.
9. No Retaliation
Making a complaint will not affect your access to our products, your account status, or our treatment of you. We are committed to fair and respectful handling of all concerns.
10. Changes to This Policy
We may update this Complaints Policy from time to time. Changes will be posted on this page with an updated “Last updated” date.
11. Contact
To make a complaint or ask questions about this policy:
- Email: support@closeacompany.com
- Contact form: /contact/
Related Policies: – Refund Policy – Terms of Service – Privacy Policy – Contact Us