Complaints Policy

Last updated: August 2026

Calm • Create • Connect

At Moments & Ink, we want everyone who joins us for a class, course, workshop or creative experience to have a welcoming, enjoyable and positive experience.

If something hasn't gone as expected, we'd really like to know. We take concerns seriously and will always aim to deal with them fairly, promptly and respectfully.

1. Raising a Concern

If possible, please raise any concern with us at the time it happens. Often, a problem can be resolved quickly and informally.

You can speak to us during your session or contact us afterwards.

If you would prefer to make a formal complaint, please email: info@momentsandink.com

Please include:

Your name and contact details.
The date and type of class, course, workshop or event concerned.
A brief explanation of what happened.
How you would ideally like the matter to be resolved.

You don't need to write a formal letter — simply tell us what has happened as clearly as you can.

2. What Happens Next?

We will acknowledge your complaint as soon as reasonably possible.

We aim to provide a full response within 10 working days.

If we need additional time to look into the matter, we will let you know and explain when you can expect a response.

3. How We Will Deal With Your Complaint

We will:

Listen to your concerns.
Consider the circumstances fairly.
Speak to any tutor or other person involved where appropriate.
Review relevant booking information or correspondence where necessary.
Explain what we have found and what action, if any, we propose to take.

Where something has gone wrong, we will aim to put things right where reasonably possible.

Depending on the circumstances, this might include an apology, rearranging a session, offering a credit, refund or another appropriate solution.

Any refund will normally be considered alongside the Moments & Ink Terms & Conditions and the individual circumstances of the complaint.

4. Guest Tutors & Workshop Leaders

Some Moments & Ink events may be delivered by guest artists, tutors or workshop leaders.

If your complaint relates to a guest tutor or workshop leader, please still contact Moments & Ink in the first instance.

We will discuss the matter with the person concerned where appropriate and aim to resolve the issue with you.

5. Respect & Confidentiality

Complaints will be handled sensitively and information will only be shared with people who reasonably need to know about the matter.

Personal information relating to a complaint will be handled in accordance with the Moments & Ink Privacy & Data Protection Policy.

We ask that everyone involved communicates respectfully while a complaint is being considered.

6. If You Are Still Unhappy

If you remain unhappy after receiving our response, please contact us again and explain why you feel the matter has not been resolved.

We will review the complaint and our original response and consider whether anything further can reasonably be done.

Nothing in this Complaints Procedure affects your statutory consumer rights.

Moments & Ink
Sheringham, North Norfolk
Email: info@momentsandink.com

We hope you'll never need this procedure, but if something isn't right, please tell us. We'd much rather have the opportunity to listen and try to put it right.