Complaints Code of Practice

1. How to make a complaint

We would rather you never need this page, but if something has gone wrong we want to put it right. You can raise a complaint with us in any of these ways, and you do not have to use a particular form of words:

In the app: open Support (the Hedy chat) and tell us you wish to make a complaint.

By email: complaints@voicepro.plus.

By post: Complaints, VoicePro Plus Limited, 128 City Road, London EC1V 2NX.

To help us resolve it quickly, please include your account email or number, what happened, when it happened, and what you would like us to do to put it right.

2. What we will do

We will acknowledge your complaint promptly, normally within two working days, and give you a single point of contact and a reference.

We will investigate fairly and keep you updated. We aim to resolve most complaints within 10 working days; where a complaint is complex we will tell you why it is taking longer and when you can expect a response.

3. If you are not satisfied

If you are unhappy with our initial response, ask us to escalate your complaint. A senior member of the team who was not involved in the original decision will review it.

If we cannot reach agreement, we will send you a written "deadlock" letter confirming our final position. You can ask for this letter at any time once your complaint has been open and unresolved.

4. Independent dispute resolution (ADR)

Customers of UK communications services have the right to refer an unresolved complaint, free of charge, to an independent Alternative Dispute Resolution (ADR) scheme approved by Ofcom, normally once the complaint has been open for eight weeks or you have received a deadlock letter. The scheme's decision is independent of us.

VoicePro Plus will be registered with an approved ADR scheme before the public launch of its regulated communications services, as Ofcom rules require. We will name that scheme and publish its contact details here once that registration is in place. Until then, please raise anything unresolved with us directly using the details above and we will do all we can to put it right.

5. Complaints about your personal data

If your complaint is about how we have handled your personal data, please contact our privacy team at privacy@voicepro.plus. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk, although we would welcome the chance to resolve your concern first.

6. Extra support

If you need extra help to make or follow a complaint - for example because of a disability, a health condition, or a difficult personal situation - tell us and we will adapt how we communicate with you. You can also nominate someone to deal with us on your behalf with your consent.