We take all complaints seriously. If you are unhappy with our service, platform, or how we have handled your data, we want to hear from you. This procedure explains how to raise a complaint and what to expect from us.
1. How to Raise a Complaint
You can submit a complaint by email to team@aiworkforce.co.uk. Please include the following information to help us investigate efficiently:
- Your name and company name
- A clear description of your complaint
- The date or period the issue occurred
- Any relevant account details or reference numbers
- What outcome you are seeking
We recommend putting complaints in writing so there is a clear record for both parties.
2. What to Expect
| Stage | Timeframe | What Happens |
|---|---|---|
| Acknowledgement | Within 2 business days | We confirm receipt and assign a reference |
| Investigation | Within 10 business days | We review the complaint and gather information |
| Response | Within 20 business days | We provide a full written response and proposed resolution |
| Escalation (if unresolved) | After 20 business days | You may escalate to the ICO or seek legal advice |
If a complaint is complex or requires input from third parties, we may need additional time. We will keep you informed of progress throughout.
3. Types of Complaints
Service Complaints
Complaints about platform performance, features, billing, or service quality are handled directly by our team. Contact team@aiworkforce.co.uk and we will work to resolve the issue as quickly as possible.
Data and Privacy Complaints
If your complaint relates to how we have handled your personal data, including a request to access, correct, or delete your data, please email team@aiworkforce.co.uk with the subject line Data Subject Request. We will respond within one month as required by UK GDPR.
If you are not satisfied with our response to a data complaint, you have the right to escalate to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
AI Agent Complaints
If you have received a communication from one of our AI agents that you believe was sent incorrectly, unlawfully, or in error, please contact team@aiworkforce.co.uk. Include the date and nature of the communication. We will investigate and respond within 10 business days.
If you wish to be removed from our platform's outreach activity permanently, we will add you to our suppression list and honour that request immediately.
4. Escalation
If you are not satisfied with our final response, or if we have not resolved your complaint within 20 business days, you may:
- Escalate a data or privacy complaint to the ICO at ico.org.uk
- Seek independent legal advice
- Pursue the matter through the courts of England and Wales
We would always encourage you to contact us first as most issues can be resolved quickly and informally.
5. Confidentiality
All complaints will be handled with confidentiality. Information about your complaint will only be shared with those within our organisation who need to investigate and respond to it. We will not disclose your complaint details to third parties except where required by law or regulatory obligation.
6. Record Keeping
We keep a record of all complaints received and our responses. This helps us identify patterns, improve our service, and demonstrate compliance with our regulatory obligations. Complaint records are retained for three years.
7. Contact
All complaints should be directed to team@aiworkforce.co.uk. We aim to make this process as straightforward as possible and are committed to resolving issues fairly and promptly.
team@aiworkforce.co.uk | aiworkforce.co.uk
AI Workforce Ltd | Company No. 16977702 | 3rd Floor, 86-90 Paul Street, London, EC2A 4NE