How do I make a complaint about the service?

Naturally, we would prefer that you are delighted in the service you receive from both our team and the products you purchase but we do understand that sometimes things do go wrong. When this happens we will endeavour to resolve your complaint as quickly and as efficiently as possible.

Complaint Process

In the first instance, you should contact our team as soon as possible using one of these methods:

  1. Send an email to support@boundary.co.uk

  2. Submit your complaint through our helpdesk using the form here: https://support.boundary.co.uk/hc/en-gb/requests/new

  3. Write to us. You can find our address details here: https://support.boundary.co.uk/hc/en-gb/articles/360019327272-Where-is-Boundary-based-

Note that option 3 is naturally not the quickest way to get in touch so ideally you should use our helpdesk or send us an email.

What Happens Next?

All complaints are handled using the process below:

  1. Once we receive your complaint it will be acknowledged by a member of the support team who will asses the problem and decide on the most appropriate course of action

  2. Dependent on how urgent the complaint is, and if a large group of our customers are affected, we will apply a severity to your problem which ensures we respond and resolve your complaint within an acceptable timeframe

  3. We will work with you to make sure we fully understand both the nature of your complaint and the impact it is having

  4. Once we have a resolution to your complaint then this will be communicated to you as soon as possible

What if I’m not satisfied?

If you are not happy with the response we have given resolving your complaint then you can ask for it to be reviewed by our Support Manager. They will then work with you to understand why you are still not happy and what more we need to do to resolve the issue.

If you are still not satisfied then you can ask for the issue to be looked at again by our senior management/executive team. They will take into account what you have told us and what we have done to try and resolve the problem and will work with you to make sure the issue is satisfied.

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