Complaints Procedure

Last updated: 9 April 2026

1) Our commitment

We take complaints seriously and aim to resolve them fairly and promptly. This procedure applies to complaints about the INFIRISK platform, our services, how we have handled an issue, or the conduct of another user on the platform.

2) What you can complain about

You can raise a complaint about any aspect of our service, including:

• The platform or its features
• Billing or payment issues
• Content moderation decisions
• How your personal data is handled
• The conduct of another user
• Accessibility issues
• Any other aspect of the INFIRISK service

3) How to complain

To make a complaint, email us at hello@infirisk.co.uk with the following information:

• Your name and the email address associated with your INFIRISK account
• A clear description of the issue
• What outcome you are looking for
• Any relevant evidence (such as screenshots, invoice references, or correspondence)

Providing this information upfront helps us investigate your complaint more quickly and effectively.

4) Our process

Once we receive your complaint, we will follow this process:

• Acknowledgement: We will acknowledge your complaint within 5 business days of receiving it.
• Investigation: We will look into the issue, which may involve reviewing account activity, contacting other parties involved, or consulting relevant members of our team.
• Response: We aim to provide a full response within 20 business days. If we need more time to investigate, we will let you know the reason and provide a revised timescale.
• Resolution: Where your complaint is upheld, we will explain what action we are taking. This may include a correction, refund, account credit, policy change, or other appropriate remedy.

5) Escalation

If you are not satisfied with our response, you can:

• Ask for your complaint to be reviewed by a senior member of our team
• For complaints about how we handle your personal data, contact the Information Commissioner's Office (ICO) at ico.org.uk or by telephone on 0303 123 1113
• For other disputes, consider alternative dispute resolution or the courts of England and Wales

6) What we ask of you

To help us resolve your complaint effectively, we ask that you are specific about the issue, provide relevant details and evidence upfront, and allow reasonable time for us to investigate. We are committed to treating all complaints with respect, and we ask for the same in return — abusive or threatening communications may limit our ability to engage constructively.

7) Learning from complaints

We review complaints regularly to identify patterns and opportunities to improve our service. Your feedback helps us make INFIRISK better for everyone.