Complaints and Dispute Resolution

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 phone: +44 20 3769 8080 (Monday to Friday, 9am to 5pm UK time, excluding UK public holidays).

By post: Complaints, VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR.

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 tell you how we will look into it and how long we expect it to take.

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.

When we have finished, we will tell you the outcome. If you do not tell us within 28 days that it does not resolve your complaint, we will treat it as resolved. If you ask, we will send the outcome by email or post so you can keep it.

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 you tell us the outcome does not resolve your complaint and we cannot do anything more that would change it, we will send you a letter straight away saying so. It explains how to take your complaint to independent dispute resolution.

If your complaint is still not resolved six weeks after we first received it, we will send you that letter then, without you having to ask.

4. Independent dispute resolution (ADR)

You can take an unresolved complaint to an independent Alternative Dispute Resolution (ADR) scheme, free of charge, once six weeks have passed since we first received it, or at any time once we have sent you a letter saying we cannot resolve it.

We are joining an approved ADR scheme. We will name it here, with its contact details, once our membership is confirmed. Until then, raise anything unresolved with us 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.

7. Copies of this code

We will send you a copy of this code free of charge, on paper or in another format we agree with you. If you are blind or your sight is impaired, we will provide it in large print, Braille or an electronic format that suits you, also free. Ask by any of the ways above.