Complaints Process

This stage outlines the first step in our formal resolution framework. We genuinely wish to resolve your concern, and this process is designed to provide a clear, fair, and effective path to a solution. We view this submission not as a conflict, but as a critical opportunity to find and fix a flaw in our service. Your cooperation in providing clear, factual information is the foundation of this entire process. 

This procedure is governed by our Master Service Agreement. As per our terms, this formal channel is the designated method for dispute resolution. This ensures all communication is logged, time-stamped, and auditable, which protects both you, the consumer, and our operational integrity. This process is fully compliant with the principles outlined by the CMA (Competition and Markets Authority) for fair and transparent dispute handling. 

To help us help you, this process requires a collaborative effort. We must base our investigation on verifiable facts, not on subjective claims. We ask that you gather any supporting evidence (such as photos, videos, or email correspondence) before proceeding. This is your opportunity to provide us with the complete picture, which is essential for us to conduct a thorough investigation and reach a fair conclusion.