Complaints Procedure
If something has gone wrong, tell us. We acknowledge every complaint within 2 working days and aim to resolve it within 20 working days.
How to Make a Complaint
Email om@thrivefinity.uk with Complaint in the subject line. Please tell us:
- your name, company and order reference (if you have one);
- what went wrong, and when;
- what you would like us to do to put it right.
What Happens Next
Within 2 working days we acknowledge your complaint and tell you who is handling it.
We look into what happened, review the work and records involved, and may ask you for more detail.
Within 20 working days we send you our response in writing, with what we found and what we will do. If we need longer, we tell you why and when you will hear from us.
If You Are Not Satisfied
If you are not happy with our response, reply to it and ask for the complaint to be escalated. It will be reviewed by Pranav Unni, our founder, who will reply in writing within 10 working days.
Complaints about how we handle personal data can also go to the UK Information Commissioner’s Office, an EEA data protection authority or, for Indian residents, the Data Protection Board of India — see How to Complain in our Privacy Policy.