A clear process, and a voice for you at every step.

Delivery process

From first conversation to measured change

1. 1

   Enquiry

   We reply personally within two working days to understand what you are trying to change.

2. 2

   Scope and agreement

   We agree outcomes, people involved, timings, price and how success will be judged, and confirm them in writing before work starts.

3. 3

   Set-up

   For team, project and enterprise assessments we set up private access, and your sponsor invites participants.

4. 4

   Delivery

   Participants complete the Five Spans assessment. Combined results are released once at least three people have finished.

5. 5

   Debrief

   We take you through the findings, agree priorities and record an action plan with named owners.

6. 6

   Review

   We gather feedback, check progress against the agreed outcomes, and offer a follow-up assessment to measure change.

Complaints process

If something isn't right

We take every complaint seriously and treat it as a chance to improve.

1. Tell us by email at hello@theleadershipandtransformationstudio.com, giving as much detail as you can.
2. We acknowledge your complaint within two working days.
3. The Director investigates personally and responds in full within ten working days. If more time is needed, we explain why and give a new date.
4. If you are not satisfied, ask for a review and we will look at it again with fresh eyes, within a further ten working days.
5. We record every complaint, what we found and what we changed, and review them each year to improve our service.
6. Complaints about how we handle personal information can also be raised with the Information Commissioner's Office (ico.org.uk).

Feedback after your debrief

How we learn from every engagement

• Within five working days of each debrief, we send the sponsor a short feedback request.
• We ask how useful the findings were, how well the debrief was run, whether the agreed outcomes were met, and what we could do better.
• Feedback is reviewed by the Director and any agreed improvement is logged with an owner and date.
• Around 90 days later, we check in on progress against the action plan and offer a repeat assessment.
• We review all feedback together at least once a year as part of our management review.