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Complaints Procedure

Last updated: January 2025

At CONSTRAT, we're committed to providing excellent service. If you're not satisfied with any aspect of our platform or services, we want to hear from you. This procedure outlines how to make a complaint and what you can expect from us.

Our Commitment to You

Quick Response

Acknowledge all complaints within 24 hours

Fair Investigation

Impartial review of all complaints

Clear Communication

Regular updates throughout the process

Continuous Improvement

Learn from feedback to enhance our service

How to Make a Complaint

1

Contact Us

Submit your complaint through any of these channels:

Email: complaints@constrat.io

Phone: +44 20 XXXX XXXX (Mon-Fri, 9am-5pm GMT)

Online Form: Available in your dashboard under "Help & Support"

Post: Complaints Department, CONSTRAT Limited, [Registered Office Address]

2

Provide Details

To help us investigate effectively, please include:

  • Your full name and account email address
  • Booking reference number (if applicable)
  • Date and time of the incident
  • Detailed description of the issue
  • Any supporting evidence (screenshots, emails, documents)
  • Your desired outcome or resolution
3

Acknowledgment

We'll acknowledge your complaint within 24 hours and provide you with a unique reference number. You'll also be assigned a dedicated case handler who will manage your complaint.

Investigation Process

1

Initial Review (1-2 days)

Your case handler reviews all information and may request additional details

2

Investigation (3-5 days)

We gather evidence, interview relevant parties, and review platform records

3

Resolution Proposal (1-2 days)

We develop a fair resolution based on our findings

4

Final Response (Within 10 days)

You receive our detailed response with explanation and proposed resolution

Complex Cases

For particularly complex complaints, we may need up to 20 business days to complete our investigation. We'll keep you informed of progress every 5 days and explain any delays.

Types of Complaints We Handle

Consultant-Related

  • • Unprofessional behavior
  • • Poor service quality
  • • Missed appointments
  • • Incorrect qualifications

Payment Issues

  • • Incorrect charges
  • • Refund delays
  • • Payment processing errors
  • • Escrow disputes

Platform Issues

  • • Technical problems
  • • Booking system errors
  • • Account access issues
  • • Data inaccuracies

Customer Service

  • • Poor communication
  • • Delayed responses
  • • Unhelpful support
  • • Misleading information

Possible Outcomes

Complaint Upheld: We agree with your complaint and will take corrective action, which may include refunds, compensation, service credits, or policy changes.
Partially Upheld: Some aspects of your complaint are valid. We'll address those issues and explain our reasoning for other aspects.
Not Upheld: After investigation, we find no evidence to support your complaint. We'll explain our decision in detail.

If You're Not Satisfied

Escalation Process

If you're not satisfied with our response, you can request an escalation:

  1. 1.Request a review by our Senior Complaints Manager within 14 days of receiving our response
  2. 2.Provide any additional information or evidence
  3. 3.Receive a final decision within 10 business days

External Resolution

If you remain dissatisfied after our internal escalation process, you may refer your complaint to:

Alternative Dispute Resolution (ADR)

We're registered with [ADR Provider Name]

Website: [ADR Website]

Email: [ADR Email]

Financial Ombudsman Service

For payment and financial disputes

Website: financial-ombudsman.org.uk

Phone: 0800 023 4567

Note: Please update ADR provider details with actual information before going live.

Your Rights

  • Have your complaint handled fairly, promptly, and confidentially
  • Receive regular updates on the progress of your complaint
  • Be treated with respect and courtesy throughout the process
  • Request escalation if you're not satisfied with the initial response
  • Seek external resolution through ADR or legal channels

Contact Our Complaints Team

Email: complaints@constrat.io

Phone: +44 20 XXXX XXXX (Mon-Fri, 9am-5pm GMT)

Post: Complaints Department, CONSTRAT Limited, [Registered Office Address]

Online Form: Available in your dashboard under "Help & Support"

Related Information

Terms & ConditionsRefund & Cancellation PolicyInsurance & Liability

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