Complaints Procedure

Last Updated: 15 September 2025

1. COMPANY INFORMATION

Company Name: DIGIFABRICA LTD
Company Number: 15390190
Registered Office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: info@bittenpay.com
Director: Ümit Sönmez

2. INTRODUCTION

This Complaints Procedure outlines how DIGIFABRICA handles complaints from customers, vendors, affiliates, and other stakeholders. We are committed to addressing all complaints fairly, promptly, and transparently while using feedback to improve our services continuously.

3. WHAT CONSTITUTES A COMPLAINT

3.1 Definition of Complaint

A complaint is an expression of dissatisfaction about our services, products, policies, or staff conduct where a response or resolution is explicitly or implicitly expected.

Examples of Complaints:

Poor customer service experience
Platform technical issues affecting business
Policy application concerns
Billing or payment processing problems
Data protection and privacy issues
Accessibility problems
Communication failures
Service quality concerns

3.2 Distinction from General Inquiries

Complaints vs. General Inquiries:

Complaints: Express dissatisfaction requiring investigation and resolution
General Inquiries: Requests for information, technical support, or routine assistance
Feedback: Suggestions or comments not requiring specific resolution
Disputes: Formal disagreements requiring structured resolution process

4. HOW TO MAKE A COMPLAINT

4.1 Complaint Submission Methods

Primary Method – Email:

Email: info@bittenpay.com
Subject Line: “COMPLAINT – [Brief Description]”
Available 24/7 for submission
Automatic acknowledgment within 2 hours

Alternative Methods:

Account dashboard complaint form
Written letter to registered office address
Through customer support chat (escalated to complaints team)
Via social media (redirected to formal channels)

4.2 Information to Include

Essential Information:

Your full name and contact details
Account information (username, email, customer ID)
Clear description of the issue or concern
Date(s) when the problem occurred
Steps already taken to resolve the issue
Desired outcome or resolution

Supporting Documentation:

Screenshots or error messages
Order numbers or transaction IDs
Previous correspondence with support
Relevant policy documents
Evidence of impact or damages

4.3 Complaint Submission Standards

Clear Communication:

Use specific facts rather than general statements
Provide chronological sequence of events
Include relevant details without excessive information
Maintain professional and respectful tone
Focus on the issue rather than personal attacks

5. COMPLAINT HANDLING PROCESS

5.1 Stage 1: Initial Assessment and Acknowledgment

Immediate Response (Within 2 Hours):

Automatic acknowledgment email sent
Unique complaint reference number assigned
Expected resolution timeframe communicated
Contact information for follow-up provided

Initial Assessment (Within 24 Hours):

Complaint categorization and priority assignment
Responsible team member identification
Complexity assessment and resource allocation
Investigation plan development

5.2 Stage 2: Investigation and Fact-Finding

Investigation Process:

Detailed review of complaint circumstances
Examination of relevant records and documentation
Consultation with relevant staff members
Policy and procedure compliance review
External expert consultation if required

Investigation Timeline:

Simple Complaints: 3-5 business days
Complex Complaints: 10-15 business days
Highly Complex Complaints: Up to 30 business days
Regular progress updates provided every 5 business days

5.3 Stage 3: Analysis and Decision

Analysis Framework:

Facts verification and evidence evaluation
Policy compliance assessment
Precedent review and consistency check
Impact assessment on all affected parties
Legal and regulatory compliance review

Decision Making:

Senior management involvement for significant complaints
Independent review for conflicts of interest
Legal consultation for complex regulatory matters
Documented rationale for all decisions

5.4 Stage 4: Resolution and Response

Resolution Communication:

Written response with detailed explanation
Clear statement of findings and decisions
Specific actions taken or proposed
Timeline for implementation of solutions
Right of appeal information provided

Resolution Types:

Upheld: Complaint is valid and action will be taken
Partially Upheld: Some aspects valid, others not
Not Upheld: Complaint found to be without merit
Inconclusive: Insufficient evidence to determine validity

6. COMPLAINT CATEGORIES AND RESPONSE TIMES

6.1 Priority Classification

Priority 1 – Urgent (24-48 Hours):

Security breaches or data protection violations
Payment processing failures affecting multiple users
Platform outages preventing business operations
Legal compliance issues requiring immediate action
Safety concerns or potential harm to users

Priority 2 – High (3-5 Business Days):

Individual account access or payment issues
Product quality problems affecting customer satisfaction
Policy application disputes with financial impact
Customer service quality concerns
Technical issues affecting single users significantly

Priority 3 – Standard (5-10 Business Days):

General service quality feedback
Policy clarification requests
Minor technical issues with workarounds available
Administrative and procedural concerns
Process improvement suggestions

Priority 4 – Low (10-15 Business Days):

General feedback and suggestions
Historical issues with no current impact
Preference-based concerns
Non-urgent policy discussions
Enhancement requests

6.2 Specialized Complaint Types

Data Protection Complaints:

Handled by designated Data Protection Officer
ICO guidelines followed for investigation
Response within legal timeframes (typically 1 month)
Special sensitivity to privacy concerns
Documentation requirements for regulatory compliance

Accessibility Complaints:

Reviewed by accessibility specialist
Reasonable adjustment assessment
Implementation of accessibility improvements
Consultation with disability rights organizations
Ongoing monitoring and follow-up

Discrimination and Harassment Complaints:

Immediate investigation with appropriate sensitivity
Legal compliance with equality legislation
Confidential handling and witness protection
External investigation if conflict of interest exists
Comprehensive corrective action planning

7. COMPLAINT RESOLUTION OUTCOMES

7.1 Possible Resolutions

Financial Remedies:

Full or partial refunds where appropriate
Compensation for documented losses
Service credits or account adjustments
Waiver of fees or charges
Enhanced service provision at no extra cost

Service Improvements:

Policy clarifications or modifications
Process improvements and streamlining
Staff training and development
Technology upgrades and fixes
Enhanced communication protocols

Corrective Actions:

Disciplinary action where staff conduct issues identified
System changes to prevent recurrence
Additional oversight and monitoring
Third-party audit or review
Public acknowledgment and apology where appropriate

7.2 Implementation and Follow-Up

Solution Implementation:

Clear timeline for corrective action implementation
Regular progress updates during implementation
Verification of solution effectiveness
Monitoring to prevent recurrence
Documentation of lessons learned

Follow-Up Process:

Contact complainant after resolution implementation
Satisfaction survey and feedback collection
Monitoring for related issues or concerns
Relationship repair and trust rebuilding
Integration of learnings into service improvement

8. APPEALS PROCESS

8.1 Right of Appeal

When Appeals Are Available:

Dissatisfaction with investigation outcome
Belief that relevant facts were not considered
Procedural errors in complaint handling
New evidence becomes available
Inconsistent application of policies

Appeal Submission:

Must be submitted within 30 days of original response
Email: info@bittenpay.com with subject “APPEAL – [Original Complaint Reference]”
Include specific grounds for appeal
Provide any new evidence or information
Explain desired outcome from appeal process

8.2 Appeals Review Process

Independent Review:

Senior management review by person not involved in original investigation
Fresh examination of all facts and evidence
Consideration of appeal grounds and new information
Review of complaint handling process and procedures
Independent decision making

Appeals Timeline:

Acknowledgment within 2 business days
Review completion within 15 business days
Complex appeals may take up to 30 business days
Regular status updates provided
Final decision communicated in writing

8.3 Final Resolution

Appeal Outcomes:

Appeal Upheld: Original decision reversed, new resolution implemented
Appeal Partially Upheld: Modified resolution provided
Appeal Not Upheld: Original decision confirmed
Additional Investigation Required: Further review conducted

9. EXTERNAL COMPLAINT OPTIONS

9.1 Regulatory Bodies

Trading Standards:

Local Trading Standards offices
Consumer protection enforcement
Unfair trading practice investigations
Contact details: gov.uk/trading-standards

Information Commissioner’s Office (ICO):

Data protection and privacy complaints
Website: ico.org.uk
Phone: 0303 123 1113
Online complaint form available

Financial Conduct Authority (FCA):

Payment service complaints where applicable
Financial services regulatory matters
Consumer helpline and complaint forms

9.2 Alternative Dispute Resolution

EU Online Dispute Resolution (ODR) Platform:

Available for EU consumer complaints
Website: ec.europa.eu/consumers/odr
Free online dispute resolution service
Mediation and arbitration options

Industry Ombudsman Services:

Sector-specific ombudsman schemes
Independent investigation and resolution
Usually free for consumers
Binding decisions on businesses

Citizens Advice:

Free consumer advice and support
Website: citizensadvice.org.uk
Phone: 03444 111 444
Local office support available

9.3 Legal Action

Small Claims Court:

For disputes under £10,000
Lower cost option for legal resolution
Self-representation possible
Online claim submission available

County Court:

For larger disputes requiring formal legal process
Legal representation usually required
Higher costs and longer timescales
Enforcement of judgments available

10. COMPLAINT MONITORING AND ANALYSIS

10.1 Performance Metrics

Key Performance Indicators:

Complaint response times by category
Resolution rates and customer satisfaction
Repeat complaint rates and trends
Escalation rates to external bodies
Cost of complaint resolution

Monthly Reporting:

Complaint volume and category analysis
Resolution outcome statistics
Trend identification and pattern analysis
Service improvement recommendations
Staff performance and training needs

10.2 Continuous Improvement

Learning from Complaints:

Root cause analysis for recurring issues
Policy and procedure updates based on feedback
Staff training enhancement programs
Technology and process improvements
Proactive problem prevention measures

Customer Feedback Integration:

Regular review of complaint themes and trends
Customer satisfaction surveys post-resolution
Focus groups with frequent complainants
Advisory panels for service improvement
Public reporting of improvement initiatives

11. CONFIDENTIALITY AND PRIVACY

11.1 Information Protection

Confidentiality Standards:

Complaint information treated as confidential
Access limited to authorized personnel only
Secure storage and transmission protocols
GDPR compliance in data handling
Privacy protection for all parties involved

11.2 Information Sharing

Authorized Disclosures:

Regulatory authorities when legally required
Legal proceedings and court orders
Fraud prevention and investigation
Service improvement and staff training (anonymized)
External auditors and compliance reviewers

12. STAFF TRAINING AND COMPETENCE

12.1 Complaint Handling Training

Core Competencies:

Active listening and empathy skills
Investigation and analysis techniques
Written communication excellence
Legal and regulatory compliance awareness
Conflict resolution and negotiation skills

Ongoing Development:

Regular training updates and refreshers
Best practice sharing sessions
External training and certification programs
Cross-functional experience opportunities
Customer service excellence programs

12.2 Quality Assurance

Performance Monitoring:

Regular review of complaint handling quality
Customer feedback on complaint handling experience
Peer review and coaching programs
Management oversight and guidance
Continuous improvement planning

13. RECORD KEEPING AND DOCUMENTATION

13.1 Complaint Records

Documentation Requirements:

Complete complaint correspondence and communication
Investigation notes and evidence gathered
Decision rationale and supporting documentation
Resolution implementation and follow-up records
Appeal records and final outcomes

Retention Periods:

Active complaint records: Until resolution plus 3 years
Closed complaint records: 7 years for legal compliance
Appeal records: 7 years from final decision
Statistical and trend data: Indefinite (anonymized)
Legal proceeding records: As required by law

13.2 Data Security

Security Measures:

Encrypted storage for sensitive complaint data
Access controls and audit trails
Regular backup and disaster recovery
Data breach response procedures
Compliance with data protection regulations

14. CONTACT INFORMATION

14.1 Complaint Submission

Primary Contact:

Email: info@bittenpay.com
Subject: “COMPLAINT – [Brief Description]”
Response Time: Acknowledgment within 2 hours

14.2 Written Correspondence

Postal Address: DIGIFABRICA LTD
Complaints Department
71-75 Shelton Street, Covent Garden
London, United Kingdom, WC2H 9JQ

14.3 Senior Management Contact

For Appeals and Escalations:

Email: info@bittenpay.com
Subject: “SENIOR MANAGEMENT REVIEW – [Complaint Reference]”
Direct postal address: Same as above, marked “Urgent – Management Review”

15. POLICY REVIEW AND UPDATES

15.1 Regular Review Process

Annual comprehensive review of complaints procedure
Quarterly assessment of performance metrics
Regular updates based on legal and regulatory changes
Continuous improvement based on complaint trends
Stakeholder feedback integration

15.2 Policy Communication

Staff training on procedure updates
Customer communication of significant changes
Website publication of current procedure
Regular awareness campaigns and reminders

16. GOVERNING LAW

This Complaints Procedure operates under the laws of England and Wales and complies with relevant UK consumer protection legislation.