Legal
Complaints procedure.
We take every complaint seriously. This page sets out how to raise one with us, the timescales we work to, and the steps available to you if you are not satisfied with our response.
Draft — pending solicitor review
This Complaints Procedure is a structural draft. The detailed legal wording is being prepared by our solicitor and will replace the placeholder sections below. Until then, please contact us with any specific questions and do not rely on this document for legal interpretation.
Last updated: TODO.
1. How to raise a complaint
The fastest way is to contact us with the word "Complaint" in your message and your case reference if you have one. Alternatively, write to us at the postal address below.
To be added by client: Postal address, dedicated complaints email if different from general support.
2. What to include
- your name and case reference;
- a clear description of what went wrong;
- copies of any relevant emails or screenshots; and
- the outcome you would like to see.
3. Our timescales
- Acknowledgement within two business days.
- Full response within ten business days, or an interim update with the expected resolution date if more time is needed.
- Senior review within a further ten business days if you ask us to escalate.
4. Complaints about personal data
If your complaint relates to how we have handled your personal data, please mark it "Data complaint" so it can be routed to the right person. You also have the right to complain to the UK Information Commissioner's Office (ico.org.uk) at any time.
5. If you remain unsatisfied
To be added by client: Signposting to ADR / ombudsman if applicable, and to small claims as a final step. Confirm whether the business is registered with any ADR scheme.