Published on November 10, 2024
We believe in transparency, accountability, and continuous improvement — which is why we have a clear complaints procedure in place. If something doesn’t go as expected, we want to hear from you. Your feedback allows us to resolve issues fairly and efficiently, while helping us improve our services for the future.
Introduction
We are committed to providing the highest standard of service to all users and customers. However, we understand that occasionally things may not go as expected. This complaints procedure outlines how you can raise concerns and how we will address them in a fair, timely, and professional manner.
Purpose of the Complaints Procedure
This procedure is designed to ensure that all complaints are handled consistently and are given the attention they deserve. We value all feedback—positive or negative—as it helps us improve our services and maintain high standards.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, relating to the services we offer, communication you’ve received, or any other experience with our team or platform. This includes but is not limited to issues with:
Service delays or interruptions
Miscommunication or lack of information
Quality of service provided
Billing, invoicing, or payment problems
Unprofessional conduct by staff or representatives
Who Can File a Complaint
Complaints may be submitted by:
Registered users or customers
Business partners or suppliers
Website visitors who have interacted with our content or services
How to Submit a Complaint
Complaints must be submitted in writing through one of the following methods:
Email: Send your complaint to our support address, which can be found on the Contact page.
When submitting your complaint, please include:
Your full name and contact information
A clear description of the issue
Relevant dates, times, and the names of individuals involved (if known)
Supporting documentation or screenshots, if applicable
The desired outcome or resolution you are seeking
What Happens Next
Once a complaint is received:
You will receive a confirmation within 3 working days, acknowledging that your complaint has been logged.
We will assign the complaint to the appropriate department or manager for investigation.
You may be contacted for further information or clarification, if necessary.
A formal response will be issued within 10 to 15 working days. If the matter is complex and more time is required, we will keep you informed of progress and expected resolution times.
Internal Review
If you are dissatisfied with the response you receive, you may request an internal review. This request must be made within 14 days of receiving our final response. Your case will then be re-evaluated by a senior manager or a different department for impartial review. A further response will be provided within 10 working days of receiving the request for review.
Final Resolution
We aim to resolve all complaints as fairly and efficiently as possible. If a mutual agreement cannot be reached, and the issue involves contractual terms or legal matters, you may consider seeking independent advice or referring the matter to a mediation or consumer protection body in your jurisdiction.
Record-Keeping
All complaints and related communications will be recorded and stored securely for a minimum of 12 months. This helps us monitor complaint trends and evaluate how we can continue improving our services.
Feedback Following Resolution
After your complaint is closed, you may be asked to complete a brief feedback form. This helps us understand your satisfaction with the way your issue was handled and identify further areas of improvement.
Respectful Communication
We treat all complaints seriously and respectfully, and we expect the same in return. Aggressive, abusive, or threatening language will not be tolerated and may result in limited or terminated communication.
