1. Our commitment
BIVORAHQ LTD is committed to providing a high standard of service. If something goes wrong, we want to know so we can put it right and improve.
This Complaint Handling Policy explains how you can raise concerns and how we will respond.
2. How to make a complaint
If you are dissatisfied with any aspect of our services, please contact us as soon as possible using one of the following:
- Email: support@bivorahq.co.uk
- Subject line: “Formal Complaint – [Your Company Name]”
Please provide:
- Your name and contact details
- Your company name
- Details of the service or project
- A clear description of your concern
- Any relevant dates, documents or screenshots
- What outcome you are seeking
3. Acknowledgement
- We aim to acknowledge your complaint within 2 business days of receiving it.
- We may contact you to clarify details or request additional information.
4. Investigation
- Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the issue wherever possible.
- We will investigate the facts, review relevant documentation and, where needed, speak with team members involved.
5. Response and resolution
- We aim to provide a substantive response within 10 business days of acknowledging your complaint.
- If we need more time (for example, where a complaint is complex or requires input from third parties), we will let you know and provide an updated timeframe.
- Our response will set out:
- Our understanding of your complaint
- The steps we have taken to investigate
- Our findings and any proposed resolution or remedial action
Possible outcomes include clarification, an apology, corrective work, process changes, or (where appropriate) financial adjustments in line with our contractual terms.
6. Escalation
If you are not satisfied with our initial response:
- You may request that your complaint be escalated to a director of BIVORAHQ LTD.
- The director will review the complaint, our response and any additional information you provide, and will aim to respond within 10 business days.
7. External options
If, after our escalation process, you remain unhappy with the outcome, you may wish to seek:
- Independent legal advice; or
- Assistance from relevant consumer protection or professional bodies in your jurisdiction (for example, Citizens Advice in the UK for consumer matters).
This policy does not affect any legal rights you may have.
8. Recording and improvement
We keep a record of complaints and outcomes to:
- Monitor service quality;
- Identify recurring issues; and
- Improve our processes, training and documentation.
9. Updates
We may amend this Complaint Handling Policy from time to time. The latest version will always be available on our website.