Complaints Policy

1. What Is a Complaint?

A complaint is any expression of dissatisfaction with our services, processes, staff, or the way we have handled a matter. This includes but is not limited to:

• Dissatisfaction with a service, product, or feature
• Billing disputes or concerns about charges
• Concerns about how we have handled your personal data or a data subject request
• Issues with the conduct of our staff or support team
• Concerns about delays in service delivery or support response times
• Disagreement with a decision we have made regarding your account

Routine support requests (e.g., technical assistance, account queries, or configuration help) are not complaints and should be submitted through our standard support channels. If a support matter is not being resolved to your satisfaction, you may escalate it using this complaints process.

2. How to Submit a Complaint

You may submit a complaint using any of the following methods:

When submitting your complaint, please provide:

• Your full name and account ID or email address associated with your account
• A clear description of your complaint and the events leading to it, including relevant dates
• Any supporting evidence such as screenshots, invoice numbers, or ticket references
• The outcome you are seeking

3. Our Complaints Process

Stage 1 — Acknowledgement
We will acknowledge receipt of your complaint within 2 business days of receiving it. Our acknowledgement will confirm receipt, provide a unique reference number, and outline the next steps.

Stage 2 — Investigation
A member of our team (not involved in the original issue) will investigate your complaint. We aim to provide a full written response within 10 business days of acknowledgement. Where the investigation requires more time — for example, where we need to liaise with third parties or review detailed logs — we will notify you of the delay and provide a revised estimated response date.

Stage 3 — Resolution
Our written response will set out our findings, any action we have taken or will take, and the reasons for our decision. Where we uphold your complaint, we will explain what remedy we are offering, which may include: a service credit, a refund, an apology, or a change in process to prevent recurrence. Where we do not uphold your complaint, we will explain why and outline your further options.

Stage 4 — Escalation (Internal Review)
If you are not satisfied with our Stage 3 response, you may request an internal review by a senior member of the Layer 9 Solutions team. Please email [email protected] with the subject "Internal Review Request — [Your Reference Number]" within 14 days of receiving our Stage 3 response. We will complete the internal review and provide a final written response within 10 business days.

4. Escalation to External Bodies

If you remain unsatisfied after our internal review, you may have the right to refer your complaint to an external body depending on the nature of the complaint:

Data Protection Complaints
If your complaint relates to how we have handled your personal data, you may refer the matter to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113. We encourage you to contact us first to give us the opportunity to resolve the matter before escalating to the ICO.

Consumer Disputes (UK)
If you are a consumer (not purchasing services for business purposes), you may be entitled to use an Alternative Dispute Resolution (ADR) scheme. We will advise you of any applicable ADR scheme in our final response letter. You may also access the EU Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

Payment Disputes
If your complaint relates to a payment, you may also contact your bank or card provider to raise a chargeback dispute. However, we encourage you to complete our complaints process first, as many payment disputes can be resolved more quickly through direct engagement with us.

5. Timescales Summary

6. Our Commitment

We are committed to:

• Treating all complaints fairly and without bias
• Handling complaints confidentially, in accordance with our Privacy Policy
• Keeping you informed of progress throughout the process
• Learning from complaints to improve our services
• Not discriminating against customers who raise complaints

7. Contact

Layer 9 Solutions Ltd
Company No. 14857666
124 City Road, London, England, EC1V 2NX
Email: [email protected]
General: [email protected]