At EdgeNebula, we are committed to delivering high-quality services and ensuring that our clients and users have a positive experience. However, if you are dissatisfied with any aspect of our services or interactions, we want to hear from you. This Complaints Policy outlines the procedure for raising a complaint and how we will address and resolve it.
1. Our Commitment to You
We take all complaints seriously and will handle them with care, respect, and professionalism. Our aim is to resolve complaints as quickly and efficiently as possible while ensuring that we learn from the process to continually improve our services.
2. How to Make a Complaint
If you wish to make a complaint, you can do so by contacting us via the following methods:
Email: complaints@edge-nebula.com
Phone: [Insert Phone Number]
Address: EdgeNebula, 128 City Road, London EC1V 2NX, United Kingdom
Please provide as much detail as possible, including:
- Your full name and contact details.
- A clear description of your complaint.
- Any relevant details such as dates, times, or reference numbers.
- Any supporting documentation (if applicable).
3. Complaint Handling Process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 2 business days. This acknowledgment will confirm that we are reviewing the issue and will provide you with the name of the person handling your complaint.
Step 2: Investigation
Your complaint will be thoroughly investigated by a member of our team. This may involve gathering additional information or clarification from you to ensure we fully understand the nature of the complaint.
Step 3: Response
Once the investigation is complete, we will provide a detailed response, typically within 10 business days. If the issue requires more time, we will inform you of the delay and provide an expected resolution time.
4. Resolution
We aim to resolve all complaints fairly and to your satisfaction. Depending on the nature of your complaint, our response may include:
- An explanation of the issue and how it occurred.
- Steps taken to rectify the problem.
- Any changes or improvements we plan to make as a result of your feedback.
- An apology, if appropriate.
5. Further Action
If you are not satisfied with our response or resolution, you may request that your complaint be escalated for further review. This will involve a senior member of the team reassessing your case.
6. Continuous Improvement
We view complaints as an opportunity to learn and improve our services. We regularly review feedback and complaints to identify trends and areas where we can enhance our offerings and customer experience.
7. Confidentiality
All complaints will be handled with the utmost confidentiality. Information related to your complaint will only be shared with those who need to be involved in its investigation and resolution.
8. Contact Us
If you have any questions about this Complaints Policy or wish to discuss a complaint, please do not hesitate to contact us at:
Email: complaints@edge-nebula.com
Address: EdgeNebula, 128 City Road, London EC1V 2NX, United Kingdom
