Complaints Policy

Policy Owner: Christopher Huckle
Contact: chris@fableforge.co.uk
Reviewed: 1 October 2026
Next Review: 1 October 2027

Fable Forge aims to provide enjoyable, professional and welcoming Dungeons & Dragons games, training and consultation services.

We recognise that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can understand what happened and, where appropriate, put things right.

A complaint may be made by:

• A customer who has booked or paid for a Fable Forge service.
• A participant who is over 18.
• A parent or guardian who has booked a service on behalf of an under-18 participant.
• Another person directly affected by a Fable Forge service.

Where a participant is under 18, we will endeavour to communicate with their parent or guardian regarding complaints concerning their booking or participation.

Complaints should normally be made by email to:

support@fableforge.co.uk

Please provide as much relevant information as possible, including:

• Your name and contact details
• The service concerned
• The date of the relevant session or event
• A description of what happened
• The outcome you would like us to consider

We understand that not every complaint can be set out formally. If you contact us with a concern, we will try to understand what has happened and whether you are asking us to investigate it as a complaint.

We will acknowledge your complaint where appropriate and consider the information provided.

We may contact you for further information if this is necessary to understand the issue.

We will investigate complaints fairly and will consider relevant information available to us, including booking information, communications and session records where applicable.

We will aim to provide a response within a reasonable period, taking into account the nature and complexity of the complaint.

If a complaint requires more time to investigate, we will explain this and provide an update where appropriate.

Once we have completed our consideration of the complaint, we will explain the outcome to you.

Where appropriate, this may include:

• An explanation of what happened
• An apology
• Corrective action
• A refund where appropriate
• Changes to our procedures or services

The specific outcome will depend on the circumstances of the individual complaint.

If a complaint involves the safety or welfare of a child or young person, it may also be treated as a safeguarding concern.

Safeguarding concerns will be handled in accordance with the Fable Forge Safeguarding Policy.

Where necessary, information may be shared with an appropriate authority or emergency service to protect a child or another person.

Complaints concerning the way Fable Forge collects, uses, stores or otherwise handles personal information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

You can raise a data-protection concern by contacting:

support@fableforge.co.uk

You may also raise complaints directly with the Information Commissioner's Office.

Fable Forge may keep appropriate records of complaints and their outcomes so that we can monitor issues, improve our services and meet any legal or regulatory obligations.

Personal information contained in complaint records will be handled in accordance with our Privacy Policy.

This procedure will be reviewed at least annually, or sooner if there is a significant change to Fable Forge's services, relevant legislation or the way in which complaints are handled.

Policy reviewed: 1 October 2026
Next scheduled review: 1 October 2027