Complaints Procedure

We at ChatPro aim to provide you, our customers and users, with a high-quality service that meets your needs. If we are not doing this, please let us know.

This procedure is intended to ensure that your complaints and comments are taken seriously and dealt with properly. It is not intended to apportion blame, consider the possibility of negligence, or provide compensation.

Making a verbal complaint

If you are not happy with the service you are receiving, please speak to us by phone or in person. We welcome your feedback. We constantly strive to improve our offer and your input is invaluable in this regard.

Often, we will be able to give you a response straight away. If the matter is more complicated, we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response, or you wish to raise the matter more formally, please write to us.

All written complaints will be logged. You will receive a written acknowledgement within three working days of receipt of your complaint.

Our aim will be to investigate your complaint and give you a reply within ten working days, setting out our response, including how the problem will be dealt with if that is appropriate.

If this is not possible, an interim response will be made informing you of the action taken to date or being considered, and a full response will be provided as soon as reasonably possible thereafter.

How to make a complaint

You can make a complaint by telephone on 0330 133 5278, post at ChatPro, Henleaze Business Centre, Bristol, BS9 4PN or email complaints@chatpro.co.uk

We will treat you with courtesy, respect and fairness at all times. Please extend the same courtesy, respect and fairness to us if you make a complaint.