Complaints Procedure
We chase other companies for a living. It would be ridiculous if our own complaints process was evasive.
1. How to complain
1 Alfriston Park, Seaford, England, BN25 3LS
A live service telephone number will also be published before launch.
2. What to include
Please provide your case reference, what happened, when it happened, who you dealt with, why you think we got it wrong, and the outcome you want. Do not resend evidence already held unless we ask.
3. Our timetable
- We aim to acknowledge a complaint within 2 business days.
- We aim to provide a substantive response within 10 business days where the issue is straightforward.
- Where more investigation is needed, we aim to provide a final response within 20 business days or explain the reason for delay and the expected date.
4. Independent review
A complaint should, where practicable, be reviewed by someone who was not the primary decision maker in the underlying issue. We will distinguish a complaint about service quality from a disagreement with the counterparty or an outcome that HANDLED could not control.
5. Complaints involving a regulated partner
If the complaint concerns work carried out by an authorised legal, ADR, payment or enforcement provider, that provider's own complaints process and regulator/ombudsman rights may apply. We will identify the relevant provider and process.
6. Data protection complaints
Privacy complaints may also be sent to privacy@handledhere.com. You retain the right to complain to the Information Commissioner's Office.
7. No retaliation
Making a genuine complaint does not prejudice your active HANDLED case. We may, however, pause a case where the complaint itself creates a conflict, affects authority, or makes continued action unsafe or unlawful.