We are committed to providing a high-quality service to our customers. When something goes wrong, we want the opportunity to put it right and to use the feedback to improve our service.
How to Raise a Complaint
Where your complaint relates to a support issue, please raise it with our Customer Support team in the first instance. This gives us the opportunity to investigate and resolve the issue as quickly as possible.
You can contact Support through:
Support Portal: Log a ticket through our online support portal.
Email: support@arthuronlineltd.freshdesk.com
What Happens Next?
1. Support Resolution
Where a complaint is raised through Support, the team will review the issue and aim to resolve it directly. Where appropriate, the complaint may be escalated to a senior member of the Support team for further investigation.
2. Management Review
If the issue cannot be resolved through Support, it will be reviewed by a member of the Customer Success & Services Management team.
We will acknowledge the complaint and request any further information required within 5 working days.
We aim to investigate the complaint and provide a proposed resolution within 14 working days. If the matter is particularly complex and we need longer to investigate, we will let you know and provide an update on when you can expect a response.
3. Senior Leadership Review
If we are unable to reach an agreed resolution following the Management Review, the complaint can be escalated to the Director of Customer Success & Services for a final internal review.
We aim to provide the outcome of this review within 28 working days of the escalation.
Final Resolution
A complaint will be considered resolved where an outcome has been agreed with you.
Where we have completed our internal complaints process but are unable to reach an agreed resolution, we will confirm our final position in writing. As Arthur Online is not subject to a specific regulatory complaints or ombudsman scheme for these services, you may wish to seek independent advice regarding any further options available to you.
Nothing in this complaints process affects any rights or remedies you may have under your contract with us or applicable law.
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