Official procedure
Linden Method — Official Complaints Procedure
If something has gone wrong, we want to know directly. This page sets out exactly how to make a complaint, who reads it, what happens next, and what we are committed to delivering.
By The Linden Centre Editorial Team · Last reviewed May 2026
Complaints are the most valuable feedback we receive. Every complaint that reaches us is logged, read by a named person, and answered. Most are resolved on the first reply. Where they are not, this page sets out the escalation route — including where to take a complaint if you are unhappy with our final response.
How to make a complaint
There are three channels. Use whichever you find easiest.
- Email: questions@thelindencentre.org — fastest, gives us a written record, and the route we monitor most closely.
- Phone: 01562 702 111 — available during UK office hours.
- Post: The Linden Centre, Kidderminster, Worcestershire — for formal written complaints.
What to include
We are not formal about format. The faster you give us the following, the faster we can resolve it:
- Your full name and the email address used at purchase (if applicable).
- The product or service the complaint relates to (online programme, coaching package, 30-day trial, retreat, etc.).
- A description of what happened and what outcome you are looking for.
- Any supporting evidence — screenshots, email threads, receipts.
What happens next
A named member of the team acknowledges your complaint promptly — typically within one working day. They then investigate, talking to whichever coach, technical lead, or administrator is involved, and aim to give you a substantive written response as quickly as the case allows.
Where a refund is appropriate, it is processed without delay. The 60-day money-back guarantee applies regardless of the reason for the complaint, so you are not required to prove fault — you simply request the refund.
If you are not satisfied with our final response
We aim to resolve every complaint internally. If you are not satisfied with our final response, the escalation routes are:
- UK consumers: Citizens Advice consumer service (0808 223 1133), and your local Trading Standards.
- EU consumers: the European Consumer Centre Network, or the ODR platform at ec.europa.eu/odr.
- USA consumers: your state Attorney General's consumer protection office.
- Payment disputes: your card issuer's chargeback process is always available.
A note on false claims posted publicly
If your concern relates to something posted publicly about us by someone else — for example, a forum post or social media claim that you saw before purchase and that turned out to be inaccurate — we would still like to know. We track these and respond to host platforms, but client perspective on what is misleading the most people is genuinely useful intelligence for us.
Frequently asked
- How do I get a refund?
- Email questions@thelindencentre.org with your order reference within 60 days of purchase. No reason required. Refunds are processed without delay once approved.
- Who reads my complaint?
- A named member of the customer experience team logs and acknowledges your complaint promptly — typically within one working day. Investigation involves the relevant coach, technical lead, or administrator.
- Can I talk to Charles Linden directly?
- Charles reads escalated complaints personally. The fastest route to his desk is to mark your email 'For Charles — escalation'.
- Is there a complaints register I can see?
- We do not publish individual complaints (data protection), but aggregate complaint themes and the resolution patterns are discussed on the reviews summary pages on this site.
More from LAR Coaching
We would rather know than not know
If something is not right, please tell us. The team would rather fix it than read about it on a forum.