Making a complaint.

1. Tell us

Email support@obiter.sitewith the word “Complaint” in the subject line. That routes it out of ordinary support and into this process.

You can also write to us at Obiter Technologies Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.

It helps if you tell us:

• the email address on your account;
• what happened, and roughly when;
• what you would like us to do about it.

You do not have to phrase it formally or cite anything. “This has gone wrong and here is why I am annoyed” is a complaint and we will treat it as one.

2. What happens, and when

• Within 3 working days — we acknowledge that we have it, and tell you who is dealing with it.
• Within 10 working days — we give you our answer. If we need longer because the issue is complicated, we will say so before the 10 days are up, explain why, and give you a date.
• Within 8 weeks — we will have given you a final answer, one way or the other.

Our answer will say what we found, what we are doing about it, and what to do if you disagree.

3. If you are still not happy

If you have had our final answer and it has not resolved things, reply and say so, and it will be looked at again by someone who was not involved the first time. On a team this size that is a genuine constraint rather than a formality, and if it cannot be honoured we will tell you rather than pretend.

3.1 Alternative dispute resolution

We are not a member of an alternative dispute resolution (ADR) scheme, and we are not required to be. We are telling you this because the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require a trader to say so plainly rather than stay quiet about it.

If we cannot resolve a complaint between us, your remaining route is the courts of England and Wales, and nothing here affects your right to use them.

3.2 Payment disputes

If your complaint is about a charge, you can also raise it with your bank or card issuer. Doing so does not stop us dealing with your complaint, and we would rather you did both than waited.

4. Complaints about your personal data

Those go to privacy@obiter.site and are handled under the timescales in our GDPR rights page — for most requests, one month.

You have the right to complain to the Information Commissioner's Office at any time, and you do not have to come to us first. We would like the chance to put it right, but that is a preference, not a condition.

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF — 0303 123 1113 — ico.org.uk/make-a-complaint

5. Accessibility

If you need to complain in a different format, or need us to reply in one, say so and we will. See our accessibility statement.

6. What we do with complaints

We keep a record of complaints and what we did about them, so that a recurring problem shows up as a pattern rather than as a series of unrelated apologies. We keep those records for two years. They are covered by our Privacy Policy like everything else.