Complaints policy
We want to know when something has gone wrong so we can put it right. This policy explains how to raise a complaint, what happens next, and how long each step should take.
1. What counts as a complaint
A complaint is an expression of dissatisfaction about Totwell Vetta, our platform, our staff or the service you received, including account access, data protection or platform operation.
2. How to complain
Use the support or contact option in your account, or email info@totwell.co.uk. Please include your account email and a clear description of the issue.
3. What happens next
We will review the information relevant to your complaint and respond in line with the Complaints Policy and any applicable terms. We do not determine or resolve separate arrangements between users.
4. Escalation
If you are not satisfied with our response, ask for the matter to be reviewed by a more senior member of the team.
5. Data protection
For concerns about personal data, you may also have the right to complain to the Information Commissioner’s Office.
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