We take all customer concerns seriously. If you are unhappy with any aspect of our service, we want to hear from you so we can resolve the issue quickly and fairly.

Submitting A Complaint #

The most reliable way to raise a concern is by submitting a ticket through your AeroWave dashboard or emailing us. Please include your Support PIN in the ticket so we can verify your account promptly. Providing detailed information about your issue, including any steps you’ve taken or attaching any screenshots or recordings, helps us investigate efficently.

Whilst complaints must be submitted in writing, one of our team may call you to better understand the issue. If you require the complaint or any communications in an accessible format, we are more than happy to accommodate your needs, simply let one of our team know.

Acknowledgement And Investigation #

Once we receive your complaint, a member of our team will acknowledge it, usually within one business day. We will then review your concern thoroughly, involving relevant teams if needed. During the investigation, we may contact you for additional information or clarification to ensure we fully understand the issue.

Resolution #

We aim to resolve complaints as quickly as possible, with most resolved within 14 business days, depending on the complexity of the issue. Our response will be provided through the support ticket, though we may follow up by phone if it helps clarify the situation. You will receive a clear explanation of our findings and any steps we are taking to resolve the matter.

Esculation #

If you feel your complaint has not been resolved satisfactorily, you may escalate it to a senior member of our team, and in exceptional cases, to our Managing Director. Complaints that are escalated to the Managing Director are initially reviewed by our operations team to verify their authenticity and prevent misue. These escalated concerns may take slightly longer to review, but we are comitted to providing a thorough and transparent response, keeping you informed throughout the process.

What To Expect #

When you submit a complaint, you can expect us to handle it fairly, professionally, and transparently. We will treat your concern confidentially and take it seriously, ensuring that every complaint receives proper attention. Our team will keep you informed throughout the process, providing updates on progress and clarifying any points if needed.

We are committed to learning from customer concerns to conitually improve our services. Submitting a complaint will never affect your existing services or the support you receive. Our goal is to resolve issues efficiently whilst making sure you feel heard and supported every step of the way.