A COMPLAINT WILL BE ASSESSED FAIRLY AGAINST THE APPLICABLE CONTRACT, EVIDENCE AND LAW. SUBMITTING A COMPLAINT DOES NOT SUSPEND AN UNDISPUTED PAYMENT OBLIGATION UNLESS WE AGREE OTHERWISE OR LAW REQUIRES IT.
Purpose
This Procedure provides a documented route for raising concerns about Services, Deliverables, billing, support, conduct, accessibility, privacy or security.
Where to submit
General complaints should be sent to support@involvecsolutions.com. Privacy complaints may be sent to privacy@involvecsolutions.com, security reports to security@involvecsolutions.com and formal legal notices to legal@involvecsolutions.com.
Information required
- (a)
the complainant's name, account email and company, if applicable;
- (b)
the Order, invoice, ticket, application or account reference;
- (c)
a concise chronology with relevant dates;
- (d)
the specific act, omission, Deliverable or charge disputed;
- (e)
supporting documents, screenshots or technical evidence;
- (f)
the impact of the issue; and
- (g)
the outcome requested.
Acknowledgement
We aim to acknowledge a complete general complaint within two Working Days. This is a service target, not a guaranteed legal deadline, and may be affected by incomplete information, public holidays or exceptional volume.
A privacy complaint will be acknowledged within the period required by applicable data protection law.
Investigation
The investigator may review the Order, requirements, payment record, communications, project notes, source-control history, technical logs, delivery evidence, access records, consent records and relevant staff actions.
We may ask focused questions, request evidence, arrange a call or pause the investigation while information reasonably required from the complainant is outstanding.
Independence and conflicts
Where reasonably practicable, an escalated complaint will be reviewed by a person who was not the primary decision-maker in the matter complained of.
A person with a material conflict of interest should not determine the final escalated outcome.
Progress information
We will take appropriate steps without undue delay. Where a matter cannot be concluded promptly, we will provide proportionate progress information when appropriate and lawful.
Possible outcomes
- (a)
an explanation or clarification;
- (b)
correction, repair, reperformance, replacement or redelivery;
- (c)
restoration of access or support action;
- (d)
a billing adjustment or refund assessment;
- (e)
a revised timetable or agreed change order;
- (f)
account, conduct, security or policy action;
- (g)
rejection of the complaint with reasons; or
- (h)
another proportionate contractual or statutory remedy.
Privacy complaints
A person may complain if they believe their rights under data protection law have been infringed. We will facilitate the complaint, make appropriate enquiries, keep the complainant informed where an investigation remains open and communicate the outcome.
A complainant may also contact the Information Commissioner's Office or another competent supervisory authority.
Internal escalation
A complainant dissatisfied with the first response should reply within 14 days and identify the particular finding, evidence or remedy disputed and any genuinely new information.
A legal matter may be escalated to legal@involvecsolutions.com; a privacy matter may be escalated to privacy@involvecsolutions.com. An escalation is a review, not an automatic rehearing or guarantee of a different outcome.
Payment disputes
We encourage Customers to use this Procedure before initiating a chargeback so that delivery or billing issues can be investigated. This does not restrict a non-waivable right to contact a bank, card issuer, payment provider, court or regulator.
A payment-provider decision does not necessarily determine the parties' contractual rights or liabilities.
Professional conduct
The parties should communicate professionally and preserve relevant records. Threats, abuse, fabricated evidence, fraud or attempts to compromise systems may result in restricted communication or account action without preventing a legitimate complaint from being considered.
Confidentiality and retention
Complaint records are accessed only by people who need them for investigation, quality, legal, security, insurance or regulatory purposes and are retained in accordance with the Privacy Notice.
External rights
Nothing in this Procedure removes a right to seek independent legal advice, use a court or tribunal, complain to a competent regulator or exercise another remedy that cannot lawfully be restricted.