At Fixflo, we try our utmost to provide a premium service to match our excellent product.
Before raising a complaint, we strongly advise you raise a ticket to our Fixflo Support team so they may have the opportunity to resolve the problem. Majority of problems can be resolved quickly by our brilliant Technical Support Executives.
Please email: support@fixflo.com
What is a Complaint?
A complaint is any expression of dissatisfaction, not resolved to the customer's satisfaction or an objection to something that is unfair, unacceptable, or otherwise not up to normal standards.
This complaint process is only to investigate any claims of support enquiries not meeting the expectations of the agency. This is not to report a bug or problem about the product itself, these will be handled by our Technical Support Executives, along with our Product and Development teams.
How to Complain
If you do wish to make a formal complaint about the service you've received from Fixflo Support then please email support@fixflo.com with the subject line "Fixflo Formal Support Complaint".
Please ensure you provide any issue numbers, screenshots and emails related to your complaint as soon as possible to prevent any delay with the investigation or your decision letter.
What is our Complaints Process
Stage 1
Once we have received your complaint and it has been deemed a formal complaint by one of our Technical Support executives, this will be passed to the Support Team Leader. You will receive email acknowledgement of your complaint from the Team Leader within 2 working days and a decision letter within 14 working days from the receipt of your complaint.
Stage 2
If the outcome of your stage 1 complaint was not satisfactory, then your complaint will be passed from the Support Team Leader to the Head of Customer Success. They will then have 30 working days to investigate your complaint and provide a decision letter with the outcomes.
Stage 3
If the outcome of your stage 1 complaint was not satisfactory, then your complaint will be passed from the Support Team Leader to the Vice President of Revenue. They will then have 60 working days to investigate your complaint and provide a decision letter with the outcomes.
Stage 4
If you are unsatisfied with the outcome of your complaint decisions from stage 1, 2 and 3, it will then need to be passed to an external adjudicator. The process for this will be explained to you at the end of your decision letter from stage 3.
What can you expect from Fixflo's Complaint Process:
- acknowledge the formal complaint in writing;
- respond within a stated period of time;
- deal reasonably and sensitively with the complaint;
- take action where appropriate.
What Fixflo expect from you during our Complaint's Process
- raise concerns promptly and directly with a member of Fixflo Support
- explain the problem as clearly and as fully as possible, including any action taken to date
- allow the Fixflo Support team a reasonable time to deal with the matter
- recognise that some circumstances may be beyond Fixflo's control.