Complaints Policy
Document control · Version: 0.1 (DRAFT — pending solicitor review) · Status: Draft — not yet effective · Effective date: [EFFECTIVE_DATE] · Last updated: [EFFECTIVE_DATE] · Owner: [LEGAL_OWNER] · Next review: [REVIEW_CADENCE] · Supersedes: — · Related: Terms of Service
We want you to have a good experience with PIZQ, provided by [COMPANY_LEGAL_NAME] ("PIZQ", "we"). If something goes wrong, this Policy explains how to complain and what to expect.
1. How to make a complaint
Contact us with the details below and we will treat it as a formal complaint:
- Email: [COMPLAINTS_EMAIL or SUPPORT_EMAIL] (subject line: "Complaint")
- Post: Complaints, [COMPANY_LEGAL_NAME], [REGISTERED_ADDRESS]
Please include: your account email, what happened, when, what you would like us to do to put it right, and any relevant screenshots or references. This helps us resolve it quickly.
2. What you can expect
| Stage | What happens | Timing (target) |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and give you a reference | Within [ACK_DAYS, e.g. 3] business days |
| Investigation | We look into it and may contact you for more information | — |
| Final response | We send our findings, our decision, and any resolution offered | Within [RESOLUTION_DAYS, e.g. 15] business days; if we need longer, we will tell you why and give a revised date (no later than [MAX_DAYS, e.g. 35] business days) |
3. If you are still not satisfied
- We will let you know if we cannot resolve your complaint to your satisfaction and explain your options.
- Consumers (UK/EU): you may be able to use alternative dispute resolution (ADR) or your local consumer body, and you retain your statutory and legal rights.
- Data-protection complaints: if your complaint is about how we handle your personal data, you can also contact the UK Information Commissioner's Office (ico.org.uk) or, in the EEA, your local supervisory authority — see the Privacy Policy. We would appreciate the chance to put it right first.
- Payment/billing complaints: these are handled under our Refund & Cancellation Policy.
4. How we use complaints
We log complaints, look for root causes, and use what we learn to improve the Service and prevent recurrence. We handle any personal data in a complaint in line with our Privacy Policy.
5. Contact
[COMPLAINTS_EMAIL or SUPPORT_EMAIL] · [COMPANY_LEGAL_NAME], [REGISTERED_ADDRESS]
Draft for internal review. Must be reviewed and approved by a qualified solicitor before publication. Not legal advice.