1. Purpose
Purgewipe welcomes feedback and takes complaints seriously. This policy explains how to raise a concern about our website, session delivery, billing, or customer service, and how we shall handle your complaint.
2. How to make a complaint
You may submit a complaint using any of the following methods:
- Email: feedback@purgewipe.world (mark the subject line "Complaint")
- Telephone: +44 1626 333613 during office hours (Monday to Friday, 09:00 – 17:00 GMT/BST)
- Post: Purgewipe, W Ogwell Barton, West Ogwell, Newton Abbot TQ12 6EW, United Kingdom
Please include your name, organisation (if applicable), contact details, a description of the issue, and any relevant dates or session references.
3. Our response process
- Acknowledgement: We aim to acknowledge your complaint within two working days of receipt.
- Investigation: A designated member of our team will review the matter and may contact you for further information.
- Resolution: We aim to provide a full written response within ten working days. Complex cases may require up to twenty working days, in which case we will keep you informed of progress.
4. Possible outcomes
Depending on the nature of your complaint, outcomes may include:
- An explanation or apology where appropriate
- A corrective action such as rescheduling a session
- A partial or full refund in accordance with our Cancellation Policy
- Changes to our processes to prevent recurrence
5. Escalation
If you are dissatisfied with our response, you may request escalation by replying to our written response within fourteen days. Your complaint will be reviewed by a senior member of the team who was not involved in the initial investigation.
If the matter remains unresolved, you may refer it to an alternative dispute resolution provider or seek advice from the Citizens Advice consumer service at citizensadvice.org.uk.
6. Data protection complaints
Complaints relating to the handling of personal data should be directed to us in the first instance. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
7. Record keeping
We retain records of complaints and their resolution for a minimum of three years for quality assurance and regulatory purposes.