1. Purpose and coverage
1.1 InfoX takes concerns about its services, behaviour, privacy and booking arrangements seriously. Complaints may be made without losing statutory rights.
1.2 This procedure covers paid services and community interactions; serious safeguarding or immediate danger should be reported to the appropriate emergency service immediately.
2. How to complain
2.1 Email [email protected] with your name, date of service, the issue, relevant messages and your preferred resolution. You may ask someone to assist you.
2.2 Please avoid sending passwords, card numbers or unnecessarily sensitive documents. We can provide an alternative contact method where accessible communication is needed.
3. Handling and response times
3.1 We aim to acknowledge complaints within 2 working days and provide an initial substantive response within 7 calendar days. These are service targets, not guaranteed statutory deadlines.
3.2 We will review booking records, correspondence, quotes, partner accounts and any evidence offered by both sides. We will treat parties fairly and minimise disclosure of personal information.
3.3 If more time is needed, we will explain why and provide a revised expected response date.
4. Possible outcomes and review
4.1 Outcomes may include an explanation, correction, apology, repeat performance, proportionate price reduction, refund, service improvement or no change where the evidence does not support a complaint.
4.2 If dissatisfied, ask for a review by someone not involved in the original response where operationally possible. We aim to complete review within 7 calendar days of the request.
4.3 This procedure does not restrict claims under the Consumer Rights Act 2015, chargeback rights or access to courts and any applicable statutory complaints body.
5. Confidentiality and records
5.1 We use complaint information for investigation, safety and service quality according to our Privacy Policy.
5.2 We record the complaint, steps taken, outcome and any follow-up, limiting access to those who need it.
6. External escalation and contact
6.1 For data protection complaints, you may contact the Information Commissioner’s Office (ico.org.uk).
6.2 For consumer advice in England and Wales, you may contact Citizens Advice. Any independent dispute-resolution scheme will be identified if InfoX is obliged or elects to participate.
6.3 Contact: [email protected], 33 Frederick Road, United Kingdom.
7. Cancellations, urgent matters and improvement
7.1 A cancellation or refund request can be made to [email protected] without using a special form. It will be dealt with under the Booking and Cancellation Policy and applicable law.
7.2 We aim to acknowledge complaints and cancellations within two working days, and provide a substantive response or decision within seven calendar days where practicable. More complex matters may need longer; we will explain and update the complainant.
7.3 Report urgent safety concerns immediately to the relevant emergency service or responsible authority. Notify InfoX as soon as safe so any associated service arrangements can be reviewed.
7.4 We record complaints and outcomes to identify recurring issues, improve service practices and address any justified remedies. We do not require customers to waive their rights as a condition of raising a complaint.