Complaints Procedure

Formal Complaints Procedure

1. Scope

This complaints procedure covers all aspects of DealMetric's service including:

• Service quality and functionality

• Billing and payment issues

• Data privacy and security concerns

• Technical problems not resolved through support

• Staff conduct or communication

2. How to Submit a Complaint

You can submit a complaint by:

• This Form: Complete the form above (preferred method)

• Email: complaints@dealmetric.co.uk

• Mail: Write to us at our registered office address

3. What to Include

To help us resolve your complaint quickly, please provide:

• Your full name and contact details

• Account email address (if applicable)

• Clear description of the issue

• Dates and times of relevant events

• Any supporting evidence (screenshots, emails, etc.)

• What resolution you're seeking

4. Our Response Timeline

• Acknowledgement: Within 24 hours of receipt

• Initial Response: Within 5 working days

• Complex Cases: If we need more time, we'll inform you and provide regular updates

• Final Resolution: Within 15 working days maximum

5. Investigation Process

When we receive your complaint, we will:

5.1. Assign a dedicated complaints handler

5.2. Review all relevant records and evidence

5.3. Speak with relevant staff members

5.4. Consider your desired outcome

5.5. Identify the root cause and any systemic issues

5.6. Determine an appropriate resolution

6. Possible Outcomes

Depending on the nature of your complaint, we may:

• Apologize and explain what went wrong

• Offer a service credit or refund

• Make changes to prevent recurrence

• Provide additional training to staff

• Update policies or procedures

• Take corrective action regarding the specific issue

7. If You're Not Satisfied

If you're not satisfied with our response:

7.1. Request an escalation to senior management

7.2. We'll conduct a further review within 10 working days

7.3. You'll receive a final response from a senior manager

8. External Complaint Bodies

If you remain dissatisfied, you may escalate to:

• ICO (Information Commissioner's Office): For data protection complaints - ico.org.uk

• Financial Ombudsman Service: For billing/financial disputes (if applicable)

• Trading Standards: For consumer protection issues

9. Confidentiality

All complaints are treated confidentially. Information will only be shared with those who need to know to resolve the issue.

10. No Retaliation

DealMetric will not penalize or disadvantage any user for making a complaint in good faith. Your service will not be affected by submitting a complaint.

11. Learning from Complaints

We view complaints as opportunities to improve. We regularly review complaint trends to identify areas for service enhancement.