Complaints Procedure Policy

Introduction & Purpose

B2B Growth Expo ("the Company", "B2B Growth Expo", "we", "us", "our"), registered at 12 Shirley Road, Southampton SO15 3EU, United Kingdom, is committed to delivering exceptional business expo experiences across the United Kingdom and internationally.

We recognise that, on occasion, things may not meet your expectations. This Complaints Procedure Policy ("Policy") sets out the formal process through which any individual or organisation may raise a complaint about any aspect of our events, services, staff, or stakeholders.

1.1 Our Commitment

B2B Growth Expo undertakes to:

• Treat every complaint seriously, fairly, and without prejudice.
• Acknowledge all complaints promptly and provide clear timescales for resolution.
• Investigate complaints thoroughly and impartially.
• Communicate outcomes transparently and in writing.
• Use complaints data to drive continuous improvement in our services and events.
• Protect complainants from retaliation of any kind.

1.2 What Constitutes a Complaint

A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by B2B Growth Expo, its staff, contractors, exhibitors, speakers, sponsors, partners, or visitors that requires a formal response. This includes but is not limited to:

• Service delivery failures or event management issues.
• Conduct of any participant at a B2B Growth Expo event.
• Billing, refund, or contractual disputes.
• Health and safety concerns.
• Data protection or privacy concerns.
• Discriminatory, abusive, or unprofessional behaviour.
• Misleading or defamatory public statements made about B2B Growth Expo, its events, or its staff (including on social media platforms).

Scope & Applicability

This Policy applies to all individuals and organisations who interact with B2B Growth Expo in any capacity, including:

• Exhibitors — businesses and their representatives occupying stand space at any B2B Growth Expo event.
• Visitors — all ticketed attendees, whether complimentary or paid admission.
• Speakers — keynote speakers, panellists, seminar presenters, and workshop facilitators.
• Sponsors & Partners — organisations in a commercial or collaborative relationship with the Company.
• Staff, Volunteers & Contractors — any individual working on behalf of B2B Growth Expo.
• Digital Participants — users of the B2B Growth Hub app, Digital Age Expo, and other virtual platforms.
• Members — holders of B2B Growth Expo Membership (Bronze, Silver, Gold, Platinum).

2.1 Geographic & Event Coverage

This Policy covers all B2B Growth Expo events, including:

• Regional Shows: Southampton, Milton Keynes, Portsmouth, Basingstoke, Bournemouth, and Manchester.
• National Shows: Cardiff, Birmingham, and Edinburgh.
• Global Shows: London, Dubai, and Mumbai.
• Virtual Events: Digital Age Expo and any other online event operated by the Company.

The Policy also extends to all pre-event and post-event interactions, including correspondence, social media engagement, app-based communications, and marketing activities conducted under the B2B Growth Expo brand.

How to Make a Complaint

B2B Growth Expo provides multiple channels to ensure complaints are accessible to everyone.

3.1 Formal Complaint Channels

• Email (Preferred): complaints@b2bgrowthexpo.com
• Online Form: Via the Contact Us page at b2bgrowthexpo.com/contact-us — please select "Complaint" as the enquiry type.
• Post: Complaints Department, B2B Growth Expo , 12 Shirley Road, Southampton SO15 3EU, United Kingdom.
• Telephone: Contact our head office during business hours — Monday to Friday, 9:00 AM to 5:30 PM GMT.

3.2 On-Site Complaints (During a Live Event)

During any B2B Growth Expo event, you may raise a complaint in person by:

• Speaking to any member of the B2B Growth Expo team (identifiable by branded clothing and staff lanyards).
• Visiting the Event Information Desk or Registration Area.
• Requesting to speak with the Event Manager directly.

Urgent complaints concerning immediate safety risks, harassment, or criminal activity will be prioritised and escalated immediately on-site.

3.3 Information Required

To enable an efficient investigation, please include the following when submitting a complaint:

• Your full name, organisation (if applicable), and contact details (email and phone number).
• The specific event name, date, and venue relevant to the complaint.
• A detailed description of the issue — including what happened, when, where, and who was involved.
• Names or descriptions of any witnesses.
• Any supporting evidence: photographs, screenshots, email correspondence, receipts, or other documentation.
• The resolution or outcome you are seeking.

3.4 Complaints on Behalf of Others

You may submit a complaint on behalf of another person, provided you have their written consent. B2B Growth Expo reserves the right to verify this consent before proceeding with the investigation.

Complaint Handling Procedure

All formal complaints received by B2B Growth Expo will be handled through the following structured three-stage process:

4.1 Interim Updates

For investigations exceeding 25 working days, the Complaints Officer will provide a written progress update at least every 5 working days until the final outcome is issued.

On-Site Incident Reporting

For incidents that occur during a live B2B Growth Expo event, the following on-site escalation framework applies:

All on-site incidents — regardless of severity — are logged in B2B Growth Expo's Incident Report System and may be followed up with a formal complaint investigation under this Policy.

Escalation & Appeals

6.1 Internal Appeal

If you are dissatisfied with the outcome of your complaint at Stage 3, you have the right to appeal. Appeals must be submitted in writing to complaints@b2bgrowthexpo.com within 25 working days of receiving the Stage 3 outcome, clearly stating the reasons for dissatisfaction and any new evidence you wish to present.

Appeals will be reviewed by a senior member of the B2B Growth Expo management team who was not involved in the original investigation. A final written decision will be issued within 30 working days of receipt of the appeal.

6.2 Final Internal Decision

The appeal decision represents B2B Growth Expo's final internal position on the complaint. This will be clearly stated in the written response.

6.3 External Remedies

If the internal complaints process has been fully exhausted and you remain unsatisfied, you may seek external recourse through:

• Trading Standards — for matters relating to consumer protection, unfair trading practices, or breach of contract. You may contact your local Citizens Advice Bureau for guidance.
• The Information Commissioner's Office (ICO) — for complaints relating to data protection, privacy breaches, or GDPR non-compliance. Website: ico.org.uk
• Alternative Dispute Resolution (ADR) — B2B Growth Expo is willing to participate in mediation through an independent ADR provider. Details will be provided upon request.
• Legal Proceedings — you retain your right to pursue legal action through the courts at any time, as permitted by applicable law.

Social Media & Public Statements During the Complaints Process

7.1 Obligation to Use the Formal Complaints Process

B2B Growth Expo has established this Complaints Procedure Policy to provide a fair, structured, and confidential mechanism for resolving disputes. All individuals and organisations with a grievance relating to B2B Growth Expo, its events, staff, or services are required to raise their concerns through the formal channels set out in this Policy before making any public statement, social media post, online review, or press comment about the matter.

7.2 Social Media Conduct During Active Complaints

While a complaint is being investigated under this Policy, all parties involved are expected to:

• Refrain from posting, sharing, or endorsing any content on social media (including but not limited to Facebook, Instagram, LinkedIn, X/Twitter, TikTok, YouTube, Reddit, Google Reviews, Trustpilot, and any other public platform) that relates to the subject matter of the complaint.
• Refrain from making public statements, press comments, or blog posts about the complaint or the parties involved.
• Not encourage, instruct, or permit any third party (including employees, associates, friends, or family) to make public statements on their behalf regarding the complaint.
• Not publish or share private correspondence, internal communications, or confidential investigation details relating to the complaint.

7.3 Defamatory, Misleading, or Damaging Public Statements

B2B Growth Expo takes its reputation and that of its stakeholders extremely seriously. Any individual or organisation that publishes, posts, or causes to be published any statement that is:

• Defamatory — containing false statements of fact that damage the reputation of B2B Growth Expo, its directors, staff, or associated parties;
• Misleading — presenting a materially inaccurate, incomplete, or distorted account of events, services, or interactions;
• Malicious — intended to cause harm, embarrassment, or commercial damage to B2B Growth Expo or its stakeholders; or
• In Breach of Confidentiality — disclosing confidential information, private correspondence, or details of an ongoing investigation;

may be subject to the following actions:

• Formal written demand for immediate removal or retraction of the offending content.
• Suspension or termination of any existing exhibitor, speaker, sponsor, partner, or membership agreement, without refund.
• Permanent exclusion from all future B2B Growth Expo events, platforms, and services.
• Legal action — B2B Growth Expo reserves the right to pursue all available legal remedies, including but not limited to claims for defamation, injunctive relief, and recovery of damages (including consequential losses, legal costs, and reputational harm).
• Referral to relevant regulatory or industry bodies where the conduct may constitute a breach of professional or legal standards.

7.4 Right of Reply & Correction

Where B2B Growth Expo becomes aware of inaccurate or damaging public statements, the Company reserves the right to:

• Issue a public correction or statement of facts in response.
• Report the content to the relevant social media platform for review and removal under the platform's terms of service.
• Preserve and document all such content (including screenshots, URLs, and metadata) as potential evidence for legal proceedings.

7.5 Good Faith Feedback & Reviews

Nothing in this section is intended to prevent any individual from leaving an honest, factual, and good-faith review or providing constructive feedback about their genuine experience at a B2B Growth Expo event. B2B Growth Expo welcomes legitimate feedback and views it as essential to our continuous improvement. This section is directed solely at statements that are false, defamatory, malicious, misleading, or made in breach of the confidentiality obligations of this Policy.

Confidentiality & Data Protection

8.1 Confidentiality

All complaints will be treated in strict confidence. Information relating to a complaint will only be shared with individuals directly involved in the investigation or resolution, and only to the extent necessary. B2B Growth Expo will not disclose the identity of a complainant to third parties without their express consent, except where required by law or where disclosure is necessary for the investigation.

8.2 Data Protection

Personal data collected during the complaints process will be processed in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and B2B Growth Expo's Privacy Policy and GDPR Policy.

Personal data collected for the purposes of a complaint will be retained for a period of 3 years from the date of final resolution, or longer where required by law or for the defence of legal claims. After this period, data will be securely destroyed.

8.3 Protection Against Retaliation

B2B Growth Expo strictly prohibits any form of retaliation, victimisation, or adverse treatment against any individual who raises a complaint in good faith under this Policy. This protection extends to witnesses and any other person who cooperates with an investigation. If you believe you have experienced retaliation as a result of making a complaint, please report this immediately to complaints@b2bgrowthexpo.com. Such reports will be treated as separate, high-priority matters.

Vexatious, Frivolous & Malicious Complaints

While B2B Growth Expo encourages the reporting of genuine concerns, the Company reserves the right to classify a complaint as vexatious, frivolous, or malicious where it is determined that the complaint:

• Contains allegations that are knowingly false, fabricated, or deliberately exaggerated.
• Is submitted repeatedly on the same matter after a final decision has been issued and no new evidence has been provided.
• Is designed to cause disruption, harassment, or reputational damage rather than to seek a genuine resolution.
• Uses abusive, threatening, or intimidating language towards B2B Growth Expo staff.
• Is submitted as part of a coordinated campaign to damage the Company's reputation (including via social media, online reviews, or press channels).

Where a complaint is classified as vexatious, frivolous, or malicious:

• The complainant will be notified in writing of the classification and the reasons for it.
• B2B Growth Expo may decline to investigate the complaint further.
• The filing of vexatious or malicious complaints may itself be treated as a breach of the Professional Conduct Policy and may result in sanctions including suspension or permanent exclusion from B2B Growth Expo events.
• B2B Growth Expo reserves the right to pursue legal action for recovery of costs, damages, and reputational harm caused by malicious complaints or associated defamatory conduct.

Sanctions & Remedies

Where a complaint is upheld against any participant, B2B Growth Expo may apply one or more of the following sanctions, proportionate to the severity of the matter:

• Formal Apology — a written apology from the Company or the respondent, as appropriate.
• Service Recovery — complimentary tickets, stand upgrades, or other goodwill gestures to address service failures.
• Verbal Warning — a formal verbal caution, recorded on file.
• Written Warning — a written notice setting out the breach and required corrective action.
• Removal from Event — immediate removal from the event premises, without refund of fees paid.
• Suspension — temporary ban from B2B Growth Expo events for a specified period (typically 6–24 months).
• Permanent Exclusion — lifetime ban from all B2B Growth Expo events, platforms, and services.
• Contract Termination — cancellation of exhibitor, speaker, sponsor, partner, or membership agreements in accordance with the relevant Terms & Conditions.
• Financial Remedy — full or partial refund of fees where the Company is at fault, in accordance with our Fees Refund Policy.
• Referral to Authorities — reporting to police, Trading Standards, the ICO, or other regulatory bodies as appropriate.

Record Keeping & Monitoring

B2B Growth Expo maintains a centralised Complaints Register in which all formal complaints are logged, tracked, and monitored. The register records:

• Complaint reference number, date received, and channel of receipt.
• Complainant details and summary of the complaint.
• Assigned Complaints Officer and investigation timeline.
• Outcome, sanctions applied, and date of resolution.
• Any appeal filed and the appeal outcome.

Complaint data is reviewed quarterly by the Operations & Compliance team and reported to the senior management team. Trends, recurring issues, and lessons learned are used to inform service improvements, staff training, and policy updates.

Policy Review & Governance

This Complaints Procedure Policy is owned by the Operations & Compliance Department of B2B Growth Expo and is subject to review at least once per year, or sooner where required by:

• Changes in UK legislation or regulatory guidance.
• Changes in industry best practice.
• A significant complaint or incident requiring a policy update.
• Feedback from complainants or stakeholders suggesting improvements.

The current version of this Policy will always be published on the B2B Growth Expo website at b2bgrowthexpo.com/policies. All participants are responsible for reviewing the current version prior to attending any event.