Complaints & Dispute Resolution
How to have a decision reviewed by a person, and what we commit to at each step.
Version 1 · Effective from
What you can complain about
Anything. In particular: a suspension, a billing decision, a refused refund, an SLA credit calculation, the quality of a service engagement, or how a support request was handled.
How to raise one
Email support@fdosoftware.com with "Complaint" in the subject line and your account or invoice reference. No particular format is needed.
What we commit to
- We acknowledge every complaint within two business days.
- We give a substantive response within 15 business days. Where we cannot, we say why and give a date.
- A complaint about a decision is reviewed by someone who was not involved in making it.
- We tell you the outcome in writing, with the reasons and the evidence relied on. Where we got it wrong, we say so and put it right.
What we will give you
On request as part of a complaint: the subscription and invoice history, the provisioning and suspension log for the server concerned, the monitoring data behind an SLA calculation, and the abuse report that triggered an enforcement action — redacted only where it would identify a reporter.
If you remain unhappy
You may pursue the matter through the courts identified in our Terms of Service. If you are a consumer resident in the European Union or the United Kingdom, that clause does not remove your right to bring proceedings in your own country of residence where mandatory consumer-protection law gives it to you.
Records
We record every complaint, what was decided and why, and review them periodically to find causes rather than to close tickets.