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Making a Formal Complaint

Updated

At ASK4, we aim to provide outstanding customer service. If you feel that we’ve failed to do so, you can raise a formal complaint. Need to raise a ticket with our support team? Click here

Step 1 – How to submit your complaint

The quickest way is by email: complaints@ask4.com 

We can also accept complaints via telephone call or in writing to the below address.

Please include as much detail as possible:

  • A clear summary of your complaint

  • Any supporting evidence (emails, call logs, screenshots, error messages)

  • Ticket or issue reference numbers from previous contact with Support

  • Names of any ASK4 staff you’ve spoken to about the issue

  • Dates and times when the problem occurred

  • Any phone numbers you may have called us from (so we can check logs)

You can also write to us at:

The Complaints Team
ASK4
Devonshire Green House
14 Fitzwilliam Street
Sheffield
S1 4JL

Step 2 – Complaints about personal data

If your complaint relates to personal data and how it has been handled, you may also contact our Data Protection Officer: data-protection@ask4.com

Step 3 – What to expect from us

Our policy is as follows:

  • You will receive an initial response confirming receipt of your complaint within 24 hours of your email or letter arriving

  • You will receive an update on progress within 3 working days of that confirmation

  • You will receive a formal response within 7 working days of receiving the first update

Step 4 – If you are not satisfied

If you are not happy with our response, you have the right to:

  • Escalate the matter internally

  • Appeal against any decision that has been made

If you still believe ASK4 has not resolved your concern, you also have the right to complain to the relevant regulator:

  • In the UK – the Information Commissioner (ICO)

  • In the European Economic Area (EEA) – the local Data Protection Regulator in the country where you live or where the suspected infringement took place

You may need the following details:

Step 5 – Ombudsman Services

As a final point of arbitration, ASK4 is registered with Ombudsman Services: Communications (OS:C)

We will abide by any decision they make.

You can find OS:C here: https://www.ombudsman-services.org/sectors/communications

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