How to complain, and what we will do.

1. What counts as a complaint.

Any time you tell us you are unhappy with our service, our billing, or how we have treated you. You do not have to use the word “complaint” and you do not have to put it in writing.

Telling one of our staff at a stand counts. They log it the same day, whether or not they were able to fix it there and then. If they fixed it and you are happy, we still record it — that is how we find out what keeps going wrong.

A question is not a complaint. If you ask us something and we answer it, that is support. If you tell us the answer is not good enough, that is a complaint, and it starts the clock.

2. How to complain.

Email

hello@syncerauk.com — say it’s a complaint and we log it as one.

Online

syncerauk.com/contact — choose A complaint. You get a reference on the spot.

In the app

Signed in to the Syncera app? Help → Talk to us — tell us in a message.

Post

Complaints, Syncera UK Ltd, 20 Wenlock Road, London N1 7GU. Email or the form is quickest.

In person

Any Syncera stand — find one in London.

Someone can complain on your behalf — a relative, a friend, a carer, an adviser. We need your say-so once. Arrange that by email or post rather than at a stand: our stand staff are not permitted to discuss your account with anyone but you.

Tell us your name, your mobile number, what happened, and what you would like us to do about it. If you have a reference number, that helps. If you have not, we will still take it.

3. What we do.

1. We acknowledge it within one working day and give you a reference.
2. We tell you who is dealing with it. A named person, not a queue.
3. We investigate — we look at your account, the records of the sale, the billing, any notes from the stand, and anything you have sent us. If we need something from you, we ask once and clearly.
4. We tell you the outcome, what we found, and what we are doing. In writing if you want it in writing.
5. If we got it wrong, we put it right — refund, credit, correction, apology, or a change to how we do things. If we cannot put it right, we say so plainly rather than going quiet.

4. How long we take.

These are the times we work to.

Acknowledge your complaint

1 working day

Resolve a simple billing or service problem

5 working days

Resolve anything that needs investigating

20 working days

Keep you updated if it takes longer

at least every 10 working days

If we are going to miss one of these, we tell you before we miss it, not after.

5. If we cannot agree.

You can go to an independent adjudicator, free.

If your complaint is still unresolved six weeks (42 days) after you first raised it, you can take it to CISAS, run by CEDR — an alternative dispute resolution service approved by Ofcom. They are independent of us. It costs you nothing. If you accept CISAS’s decision, we must follow it. If you do not accept it, you are free to take the matter to court instead.

You do not always have to wait six weeks. If we have told you the outcome of our investigation, you have told us that does not resolve it, and we have nothing further we intend to do, we will send you a deadlock letter immediately — and you can go to CISAS straight away. If your complaint passes six weeks unresolved, we write to you without you having to ask, to tell you that you can now go to CISAS and how.

They can look at complaints from individuals, from businesses with no more than 10 people working in them, and from not-for-profits where no more than 10 people work, not counting volunteers.

6. Ofcom.

Ofcom regulates us. Ofcom does not resolve individual complaints — that is what the adjudicator is for — but it does use what people tell it to decide where to look. ofcom.org.uk

7. Complaints about your personal information.

Personal data requests and complaints go to privacy@syncerauk.com, read only by people — not through the complaint form. Email us there and we’ll reply within one month. You can also go straight to the Information Commissioner’s Office. See our privacy notice.

Related.

Our terms of service · Extra help — our policy for customers who need it · Cancelling · Contact us