Customer support
Complaints procedure
A fair process should make it easy to raise a concern and understand what happens next.
Before launch
The official complaints contact, response timelines, escalation steps and responsible team must be verified and approved before this procedure is published as active.
How a complaint should be handled
- 01
Tell us what happened
Use a verified official channel and share only the information needed to identify and understand the concern.
- 02
Receive acknowledgement
The organisation should confirm receipt and explain the expected response timeframe under its approved policy.
- 03
Review and investigate
A responsible team member should examine the concern and keep an appropriate record.
- 04
Get a response
The customer should receive a clear outcome and information about any approved next step or escalation route.
Official contact details
A verified complaints email, telephone number and any applicable escalation information must be inserted here before launch.
