Complaints Code of Practice

We want to put things right quickly if something goes wrong. This code explains how to complain and what happens next. Making a complaint is free.

1. How to complain

• Email: info@prasmo.com
• Phone: [TO CONFIRM: number and opening hours]
• Post: PRASMO LTD, 128 City Road, London, United Kingdom, EC1V 2NX

Please give your company name, account reference, a description of the problem, and what you would like us to do. If you need this code in another format, or need help making a complaint, tell us and we will make reasonable adjustments.

2. What happens next

1. We will acknowledge your complaint within [TO CONFIRM: e.g. 2 Business Days] and give you a reference.
2. We will investigate and aim to resolve it within [TO CONFIRM: e.g. 10 Business Days]. If it will take longer, we will tell you why and keep you updated.
3. If you are not happy with our response, you can ask for it to be reviewed by a manager.
4. We keep a record of every complaint and how it was resolved for at least 12 months.

3. Alternative dispute resolution (ADR)

If you are a consumer, or a business or not-for-profit organisation with 10 or fewer workers, you can take your complaint to our independent ADR scheme free of charge if:

• it is 8 weeks since you first complained and it has not been resolved; or
• we have written to you saying we cannot resolve it (a "deadlock letter").

Our ADR scheme is [TO CONFIRM: Ofcom-approved scheme name, website and contact details]. We will tell you in writing about your right to use it after 8 weeks, and in any deadlock letter.

4. Customers of our resellers

If you buy services from one of our resellers, please complain to that reseller first. They are your service provider and are responsible for handling your complaint.

PRASMO LTD · Registered in England and Wales · Company number 17296533 · 128 City Road, London, United Kingdom, EC1V 2NX