Support and advice
The purpose of this Complaints Policy is to ensure that all customer complaints are addressed promptly, fairly, and effectively. RaiseHero is committed to maintaining high standards of service and welcomes feedback to improve our operations, and all complaints are handled in line with applicable UK consumer protection standards.
This policy applies to all customers of RaiseHero who wish to submit a complaint regarding our products, services, or staff conduct.
How to Submit a Complaint
Customers can submit complaints through the following channels:
Email: Send an email to complaints@raffolux.com with a detailed description of your complaint.
Phone: Call our customer service team at 01270 906643. Our representatives are available Monday to Friday, 9am-5pm.
Information Required
To help us investigate your complaint effectively, please provide the following information:
Your name and contact details.
A clear description of your complaint, including relevant dates and details.
Any supporting documentation (email receipts, photos, etc.) if applicable.
Complaint Handling Process
Acknowledgment:
All complaints will be acknowledged within 48 hours of receipt.
Investigation: The complaint will be investigated by a designated team member. This may involve gathering additional information from relevant parties.
Resolution: A response will be provided in writing via email within 7 days of receipt of your complaint. If additional time is needed, we will inform you of the delay and provide a new timeline.
If you are dissatisfied with the outcome of your complaint, you may request an internal review by a senior team member not previously involved in the complaint. We will respond to escalation requests within a reasonable timeframe, and provide you with a final response by email.
This policy does not affect your statutory rights under UK law.
Commitment to improvement
RaiseHero is committed to using complaints as an opportunity for improvement. We value customer feedback and will strive to enhance our services based on your insights. All complaints are logged, monitored, and regularly reviewed to identify trends and improve our services.
Contact Information
For any inquiries regarding this policy or to submit a complaint, please contact us at:
Email: complaints@raffolux.com
Phone: 01270 906643
Post: RaiseHero, Unit 6, 4 Ravey Street, London, EC2A 4QP
Take regular breaks from participation
Seek support if you feel your behaviour is becoming difficult to manage
There are a number of treatment centres in the UK that may be of help, especially if you feel like your behaviour is out of control. Gordon Moody, available at https://gordonmoody.org.uk, have treatment programs and counselling support available.
Track your spending to ensure it remains within your means