Complaints & Appeals Process

Effective date: 31 Jan 2026


This page sets out the process for submitting complaints and requesting appeals in relation to MannMechanics publications, licensing communications, consultation services, and administrative decisions made by MannMechanics.

This process is designed to ensure matters are handled in a consistent, auditable, and fair manner.

1) Scope

This process applies to complaints or appeals concerning:

  • The conduct of MannMechanics in relation to licensing or consultation communications

  • Alleged administrative errors (e.g., incorrect records, incorrect attribution, incorrect published information about your organisation)

  • Disputes regarding eligibility, pricing, or the interpretation of published licensing terms (to the extent applicable)

  • Alleged misuse or misrepresentation of MannMechanics materials on this Site

  • Concerns regarding the handling of personal data (privacy-related complaints will be handled under this process and may also be addressed under the Privacy Policy)

This process does not apply to:

  • Disputes that are purely commercial negotiations (unless a procedural error is alleged)

  • Matters requiring immediate legal action (you may proceed through legal channels at any time)

2) Principles

All complaints and appeals are handled under the following principles:

  • Fairness: decisions are reviewed on the facts and evidence available

  • Auditability: submissions, evidence, and outcomes are recorded

  • Proportionality: responses are proportionate to the issue raised

  • Non-retaliation: raising a complaint does not affect your right to enquire about licensing or consultation

  • Confidentiality: information is handled in accordance with the Privacy Policy and applicable law

3) How to submit a complaint

Submit complaints in writing by email to: [email protected]
(If you do not operate a dedicated complaints email, use your primary contact email and label the subject line clearly.)

Subject line format:
Complaint – [Organisation] – [Sector] – [Short reference]

Include the following:

  • Full name and role/title

  • Organisation name and website (if applicable)

  • Country/jurisdiction

  • Contact email and phone (optional)

  • A clear description of the complaint

  • Dates and relevant references (pages, documents, emails, screenshots)

  • The impact or risk you believe has occurred

  • The remedy you are requesting (correction, clarification, withdrawal, response, etc.)

Anonymous complaints may be reviewed, but may not be actionable without sufficient evidence.

4) Acknowledgement and initial review

  • We will acknowledge receipt within 5 business days.

  • We will assess whether the complaint is within scope and whether further information is required.

  • If the complaint is out of scope, we will state this and, where appropriate, indicate an alternative route (e.g., legal correspondence).

5) Investigation and response

Where a complaint proceeds:

  • We will review the evidence and relevant Site materials and records.

  • We may request clarification or additional supporting information.

  • We will provide an outcome response within 15 business days of acknowledgement, unless the matter is complex.

If additional time is required due to complexity, we will inform you and provide an updated target date.

Possible outcomes include:

  • No action (complaint not substantiated)

  • Correction or clarification of published content

  • Amendment of administrative records

  • Guidance issued to prevent recurrence

  • Formal response letter addressing the points raised

  • Referral for legal review (where required)

6) Appeals

If you disagree with the outcome, you may request an appeal.

Appeal deadline: submit within 14 calendar days of the outcome response.

How to request an appeal:
Email [email protected]

with subject: Appeal – [Organisation] – [Original complaint reference]

Your appeal must include:

  • The outcome you are appealing

  • The specific grounds for appeal (one or more):

    • New evidence that was not reasonably available at the time

    • Material factual error

    • Procedural error (e.g., evidence not considered)

    • Unreasonable interpretation of published terms or rules

  • The remedy you are requesting

Appeals are not a re-run of the complaint; they must be based on the grounds above.

7) Appeal review and final decision

  • Appeals are reviewed independently from the initial decision to the extent practicable.

  • We will acknowledge appeals within 5 business days.

  • We will provide an appeal outcome within 15 business days of acknowledgement, unless the matter is complex.

The appeal outcome is final within the MannMechanics process.

8) Misuse, impersonation, and urgent risk

If your complaint relates to urgent matters such as impersonation, fraudulent claims of licensing, or misuse of MannMechanics content that may cause immediate harm, mark your email subject line as:

URGENT – Misuse / Impersonation

We will prioritise review and may request additional verification.

9) Contact

Complaints: [email protected]
Appeals: [email protected]
General contact: [email protected]
Location: London, United Kingdom