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Complaints Procedure

WHOZA AI LTD — We take complaints seriously

Our Commitment

WHOZA AI LTD is committed to providing excellent service. When things go wrong, we want to know so we can put them right. This procedure explains how to make a complaint and how we will handle it.

We treat all complaints seriously and aim to resolve them fairly, promptly, and confidentially. Making a complaint will not affect your service or the way we treat you.

How to Make a Complaint

You can make a complaint by:

  • Email: [email protected] — Please include "Complaint" in the subject line
  • Post: WHOZA AI LTD, 6 Atholl Crescent, Perth, PH1 5JN, United Kingdom

To help us resolve your complaint quickly, please provide:

  • Your name and contact details
  • Your account information (if applicable)
  • A clear description of what went wrong
  • What you would like us to do to put things right
  • Any relevant dates, reference numbers, or supporting documents

Our Response Times

Day 1 (Acknowledgement)

We will acknowledge receipt of your complaint within 24 hours (or the next business day).

Day 5 (Investigation)

We will complete our initial investigation and provide a full response, or update you on our progress if more time is needed.

Day 10 (Final Response)

If your complaint is complex, we will provide a final response within 10 business days. If we need longer, we will explain why and give you a revised timeline.

How We Handle Complaints

  • We will listen to your concerns without interruption
  • We will investigate fairly and impartially
  • We will keep you informed of progress
  • We will apologise if we have made a mistake
  • We will explain what went wrong and why
  • We will tell you what we will do to put things right
  • We will learn from complaints to improve our service

Possible Outcomes

Depending on the nature of your complaint, we may:

  • Explain our position and why we believe we acted correctly
  • Apologise and explain what went wrong
  • Offer a refund or service credit where appropriate
  • Take corrective action to fix the issue
  • Make changes to our processes to prevent recurrence
  • Provide additional training or support

Escalation

If you are not satisfied with our response, you can ask for your complaint to be escalated to a senior manager. Please email [email protected] with "Escalated Complaint" in the subject line.

A senior manager will review your complaint and provide a response within 5 business days.

External Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you may be able to refer the matter to:

  • The UK European Consumer Centre (for cross-border consumer disputes)
  • Your local Citizens Advice service
  • Your credit card provider (for chargeback requests, where applicable)

Note: As a B2B SaaS provider, our services fall outside the jurisdiction of most consumer ombudsman services. We encourage direct resolution wherever possible.

Records

We keep records of all complaints for at least 12 months from the date of resolution. These records help us identify trends and improve our service.

Complaint records are stored securely and access is limited to staff who need it to perform their duties.

Last updated: May 2025