Summary
What this policy covers
We take feedback seriously and treat every complaint as a signal to improve. This policy explains how to file a complaint, what information helps us investigate, and the timeline you can expect from our team.
How to file a complaint
Send an email to our support team with a clear description of the issue, the impacted service, and the outcome you are seeking.
If available, include dates, screenshots, campaign IDs, or URLs that help us verify the matter quickly.
- Email subject line: Complaint - [Company Name]
- Primary contact name and phone number
- Project or invoice reference number
What happens after you submit
We acknowledge receipt within one business day and assign a case owner.
The case owner investigates the issue, consults relevant teams, and proposes a resolution plan.
- Initial review: 1 to 3 business days
- Resolution plan: 3 to 7 business days
- Complex cases: we will share updated timelines in writing
Resolution and escalation
If you are not satisfied with the initial resolution, you may request escalation to a senior manager.
We document corrective actions and share an outcome summary once the case is closed.
- Escalation request acknowledged within 24 hours
- Leadership review within 5 business days
- Written closure confirmation
Confidentiality and data handling
We handle complaint information with strict confidentiality and limit access to the resolution team.
Any customer data shared as part of the complaint is used only for investigation and resolution.
- Data access is limited by role
- Evidence is retained only as long as needed
- We follow our Privacy Policy for data rights
FAQ
Common questions
Can I submit a complaint by phone?
Yes. If you call, we will document the complaint and follow up by email to confirm details and timelines.
Will my ongoing project be paused?
Not necessarily. We assess impact on delivery and will agree on the best path forward with you.