OSCABE LTD aims to resolve complaints fairly and quickly. This page sets out how to raise a complaint and what to expect.
1. How to complain
You can raise a complaint by:
- Email - info@oscabe.com with the subject "Complaint"
- Post - OSCABE LTD, Milton Keynes, United Kingdom
- In platform - using the "Query" button on the relevant timesheet, invoice or message thread
Please tell us:
- Your name and (if applicable) the company you represent
- A clear description of the issue
- The date(s) involved and any reference numbers
- What outcome you are looking for
2. Acknowledgement
We acknowledge every complaint within two (2) business days.
3. Investigation
We investigate the complaint impartially. Investigations are usually completed within fifteen (15) business days. Where the matter is complex we may extend by up to a further fifteen (15) business days and will tell you why.
4. Outcome
We will write to you with the outcome, including the facts found, the decision reached and any remedial action we are taking. Where appropriate we will apologise and / or offer compensation.
5. Independent escalation
If you remain dissatisfied:
Data protection complaints
You may complain to:
- UK Information Commissioner's Office - ico.org.uk/make-a-complaint
- The data protection authority of your country of residence in the EEA - full list at edpb.europa.eu
Financial complaints
UK clients may, in some circumstances, refer disputes about payment services to the Financial Ombudsman Service (financial-ombudsman.org.uk). EU clients may refer cross-border disputes to the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).
Civil claims
You may also seek redress through the courts of England and Wales (Terms of Service clause 16).
6. Anonymous and whistleblower reporting
If you wish to report wrongdoing anonymously, email info@oscabe.com with the subject "Whistleblower" - your message will be routed unredacted to the CEO. UK whistleblowers are protected under the Public Interest Disclosure Act 1998 and we will not retaliate.
7. Record keeping
We log every complaint, its handling and outcome for three (3) years to support accountability and continual improvement.