Complaints, Escalation & Dispute Resolution Policy

This policy explains how service, billing, conduct and data protection complaints are raised and handled.

1. Raising a complaint

Complaints should be submitted through the authenticated customer or support portal where possible. Include the organisation, affected Service, dates, invoice or ticket references, desired outcome and supporting evidence. Data protection complaints may also be sent by post to our registered office marked “Data Protection Complaint”.

2. Service and commercial complaints

We aim to acknowledge a clear commercial complaint within five Business Days and provide a substantive response within 20 Business Days. Complex matters, supplier investigations, legal issues or large evidence sets may take longer; we will provide an update where practical.

3. Data protection complaints

Data protection law requires organisations to provide a clear complaint route, acknowledge a data protection complaint within 30 days, take appropriate steps to investigate without undue delay, keep the complainant informed and communicate the outcome.

A data protection complaint is separate from an individual-rights request, even where both are raised together. Each will be handled under its applicable rules.

4. Identity and authority

We may request proportionate proof of identity or authority before discussing account, personal, security or billing information. A representative must show authority to act.

5. Investigation

We may review contracts, tickets, logs, recordings, system events, supplier information and relevant communications. The complainant must cooperate and preserve relevant evidence. We may limit disclosure of confidential, privileged, security-sensitive or third-party information.

6. Outcomes

An outcome may include explanation, correction, re-performance, configuration change, training, credit, refund where due, policy action, access restriction or rejection with reasons. Goodwill action does not admit liability or establish precedent.

7. Billing disputes

Invoice disputes must identify the specific amount and reason. Undisputed sums remain payable. Raising a complaint does not automatically suspend payment, interest, service suspension or recovery rights.

8. Escalation

If dissatisfied, a Client may request review by a senior representative within 10 Business Days of the outcome, explaining what was not addressed. We may decline repeated complaints that present no material new evidence.

9. Mediation and proceedings

For a material contractual dispute, the parties should attempt senior escalation and may agree mediation before proceedings. This does not prevent debt recovery, urgent security action, injunction or enforcement of intellectual property.

10. External routes

Individuals may complain to the Information Commissioner’s Office about data protection. Other regulators, courts or alternative dispute bodies may be available depending on the subject and legal status of the complainant.

11. Unacceptable conduct

We may restrict channels or contact frequency where communications are abusive, threatening, discriminatory, knowingly false, repetitive or impose a disproportionate burden. We will preserve a reasonable route for genuine issues and legal rights.

12. Records

Complaint records may be retained for governance, legal, insurance, regulatory and service-improvement purposes in accordance with the Retention Schedule.