At Key Dials Limited, we are committed to providing a high-quality software platform and excellent customer service. However, we recognise that things can occasionally go wrong. When they do, we want to hear about it so we can put things right and improve our service for the future.
This page outlines our structured process for handling complaints efficiently, fairly, and transparently.
1. How to raise a complaint
If you experience an issue with our software, billing, or service, we encourage you to contact us as soon as possible. To help us resolve your issue quickly, please submit your complaint formally via our website contact form.
To ensure we can investigate thoroughly, please include the following information in your submission:
- Your full name and account email address.
- A clear, detailed description of the issue (including dates and times where applicable).
- Any relevant supporting evidence, such as screenshots of error messages or copies of billing receipts.
- Your ideal outcome or how you would like us to rectify the situation.
2. Our formal review process
Once we receive your complaint, we will handle it in accordance with the following three-stage timeline:
Stage 1: Acknowledgement
- We will acknowledge receipt of your complaint within 3 working days.
- Your complaint will be assigned a unique reference number and passed to a designated member of our customer support or technical team for investigation.
Stage 2: Investigation and initial response
- We will thoroughly investigate the circumstances surrounding your complaint.
- We aim to provide a full, formal response detailing our findings and any proposed solutions within 14 working days of our initial acknowledgement.
- If the issue is highly complex (e.g., an intricate software bug or third-party payment gateway issue) and requires more time, we will update you within this window to explain the delay and provide a revised timeline.
Stage 3: Appeal and final review
- If you are not satisfied with our initial response or proposed resolution, you have the right to appeal. You can do this by replying directly to our response, stating clearly why you feel the matter remains unresolved.
- Your complaint will then be escalated to a senior manager or director who has not been previously involved in the case.
- We will conduct a final review and issue our definitive, ultimate response within 14 working days of receiving your appeal.
3. Continuous improvement
We log all formal complaints securely and review them regularly. This data is used anonymously to identify technical trends, refine our user experience, update our processes, and ensure the Key Dials platform consistently meets the high standards our users expect.
4. Questions
If you have any questions regarding this complaints procedure, or require assistance in submitting your feedback, please contact Key Dials Limited via our contact form.