We want to put things right when they go wrong. This policy explains how to complain about our services or how we have used your personal information, and what happens next.
In this policy, "Business Day" means Monday to Friday, other than public holidays in England. "Consumer" means an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.
Key points
- Email your complaint to support@saueglobal.com.
- We acknowledge it within 2 Business Days.
- We aim to give you a full response within 10 Business Days.
- If you are not happy with the response, our Managing Director will review it.
- You can also complain about data protection to the Information Commission.
1. How to complain
1.1 Email support@saueglobal.com with "Complaint" in the subject line, or write to Saueglobal Limited, 17 Barons Court Road, London W14 9DP.
1.2 Please include:
- your name, organisation and contact details,
- the service or matter you are complaining about,
- what went wrong and when, with any relevant emails or documents and
- what you would like us to do to put it right.
2. What happens next
2.1 Acknowledgement. We acknowledge your complaint within 2 Business Days, and tell you who is dealing with it.
2.2 Investigation. We look into your complaint fairly, review the records and speak to the people involved.
2.3 Response. We aim to send you a full written response within 10 Business Days. If we need longer, we will tell you why and when you can expect it. Our response explains what we found and what we will do.
2.4 Review. If you are not satisfied, you can ask for a review within 20 Business Days of our response. Our Managing Director will review your complaint and send you a final response within 20 Business Days of your request.
3. Data protection complaints
3.1 If your complaint is about how we have used your personal information, we follow the same process. We acknowledge it within 2 Business Days, and never later than 30 days after we receive it. We then investigate and tell you the outcome without undue delay.
3.2 You also have the right to complain to the Information Commission, the UK data protection regulator, at ico.org.uk. The Information Commission usually expects you to complain to us first.
4. If you are buying for personal use
4.1 If you are a Consumer and we cannot resolve your complaint, our final response will tell you whether we are willing to use an alternative dispute resolution provider and, if we are, give you its name and website.
4.2 You can also get free advice from Citizens Advice on 0808 223 1133.
5. Recording complaints
5.1 We keep a record of every complaint and how it was resolved, and use them to improve our services. We keep complaint records for 2 years after the complaint is closed, or longer where they relate to a contract or legal claim.
6. Other rights
6.1 Making a complaint does not affect your legal rights, or the dispute resolution process in clause 28 of the Customer Agreement.