Complaints Escalation Procedure

We aim to give good service and value for money, however we recognise that from time to time issues can arise that need to be escalated. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: Contact us

If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may email your complaint to support@dalaric.com. You should expect to receive a response to your query within five working days of us receiving your correspondence.

Step two: What we will do

On receipt of your complaint our Customer Support Team will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: If you are not satisfied

If you are not satisfied with the action we plan to take, you should request that your complaint be referred to the Customer Support Director at support@dalaric.com. You should expect to receive a response to your query within five working days of us receiving your correspondence.

Step four: what we will do

On receipt of your complaint our Technical Director will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute

Once you have a response from our Customer Service Director, if you remain unsatisfied with our attempts to resolve the issue, you can contact Trading Standards. We are happy to answer any questions you may have regarding your Dalaric services. Please note that any discussions with Dalaric Ltd are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

Please note: by signing up for any of our services you agree to be bound by all Dalaric Ltd's terms and conditions.

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