Formal Complaints Procedure & Escalation Pathway
We take all user feedback, service issues, and privacy concerns seriously. We operate a transparent, 3-step complaints handling process to resolve issues promptly.
Contact our customer support team directly at [email protected]. We aim to acknowledge all informal queries within 24 business hours and resolve them within 3 working days.
If you are dissatisfied with the initial response, your complaint will be escalated to our Data Protection Officer (DPO) at [email protected]. A formal investigation report will be delivered within 10 working days.
If your complaint relates to data privacy under UK GDPR or PECR and remains unresolved, you have the right to lodge a formal complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or helpline 0303 123 1113.