Complaints Policy TouchNote
Latest Update: 1 February 2023
This policy gives clear and useful information about what a customer can do if they have a problem or are not happy with the service provided by TouchNote.
Customer complaints are important for us, as they enable us to continue improving our service for current and future users.
We aim to respond to complaints from customers as quickly as possible and use our best efforts to find a satisfactory solution to any complaints.
The information provided in this policy is in addition to any other statutory rights customers may have and any rights under the “Terms and Conditions of Use” published on our website https://touchnote.com/au/terms-and-conditions/
2. Contact details
If you have a complaint, you can contact us on social media, email or letter as follows:
You can contact TouchNote´s Customer Support by email:
Customer Support email:
Should you wish to submit a complaint by letter, be sure to include all the necessary information (name, address, telephone number, order number, TouchNote email, etc) in order to give you a prompt answer.
Postal address of our main office:
17-18 Clere Street,
London, EC2A 4LJ
3. Time-limit for responding
Our customer support team will try to sort out the issue/complaint as soon as possible, ideally within one (1) working day for social media complaints, two (2) working days for email complaints and ten (10) working days for letter complaints.
If you are unhappy with the response, you may ask for one of our team managers to review your complaint to investigate further.
4. Alternative dispute resolution procedure
If TouchNote has not resolved the complaint to your satisfaction after twelve (12) weeks or if you have received confirmation from TouchNote indicating that your complaint cannot be resolved, you may make a complaint through DRO, an independent alternative dispute resolution scheme whose contact details are listed below.
5. Contact details for DRO
Dispute Resolution Ombudsman Limited
1-5 Argyle Way
Email address: firstname.lastname@example.org
Phone: 0333 241 3209
6. If you have a complaint about our use of your personal data, you have a right to lodge a complaint with the competent data protection supervisory authority which, in the UK, is the Information Commissioner’s Office http://ico.org.uk.
For customers in the EU please contact DataRep - email@example.com - https://www.datarep.com/