Complaint Handling Procedure — ProveIt

1. Scope

This procedure applies to all customers, users and third parties who received a service or product from ProveIt and wish to submit a complaint about: service quality, delivered materials, billing, communication, or other non-conformities.

2. Principles

• Accessibility: any customer can file a complaint via the channels below.

• Timeliness: we acknowledge receipt and provide an initial response quickly.

• Impartiality: we investigate objectively, based on evidence.

• Transparency: we communicate steps and deadlines clearly.

• Confidentiality: we keep your data secure.

3. How to submit a complaint

You can submit a complaint through any of the following channels:

1. Email: complaints@proveitweb.co.uk

2. Post: ProveIt Ltd., Ty Merlin, Caerphilly Business Park, Caerphilly, Wales, CF83 3GS

Minimum information required
When submitting your complaint, please include at least:

• Full name and contact details (email, phone)

• Invoice number / contract reference (if any)

• Clear description of the issue (what happened, when)

• Preferred remedy (refund, re-delivery, explanation)

• Supporting evidence (screenshots, contract, receipts)

Tip: use the email subject: Complaint — [Name] — [Reference] for faster processing.

4. What happens after you submit the complaint

1. Acknowledgement — we confirm receipt in writing (email/SMS) within 2 working days and give you a registration number (e.g. PRV-2025-0123).

2. Investigation — our team analyses the evidence, may request additional information, and consults internally. Normal investigation time is up to 20 working days from receipt.

3. Final response — you receive a written final response containing the investigation conclusion, our decision, remediation steps (if any) and escalation options if you are not satisfied.

Note: if the investigation needs more time for exceptional reasons, we will explain why and give a revised timeframe.

5. Possible remedies

• Full or partial refund

• Compensation (voucher, free services)

• Repeat or re-delivery of the service

• Detailed explanation and corrective actions

• Billing correction / account adjustments

6. Internal escalation

If you are not satisfied with the initial response, request escalation to senior management:

• Send an email with subject Escalation — [Registration number] to adriandefta@proveitweb.co.uk. A senior manager will review the case and reply within 10 working days.

7. If you remain dissatisfied after the final response

If, after our final response, you still consider the issue unresolved, you may:

• Use Alternative Dispute Resolution (ADR) / mediation — we can refer the case to an independent mediation service if both parties agree.

• Contact Citizens Advice / Trading Standards for consumer issues in the UK.

• Request a chargeback via your bank if you paid by card and believe the service was not delivered as agreed.

• Bring a claim to the Small Claims Court for small monetary disputes — recommended as a last resort.

We can issue a Final Response / Deadlock Letter on request, confirming ProveIt’s final decision so you can escalate externally.

8. Recordkeeping and privacy

• Complaints and related documents are retained for at least 3 years in our records, in accordance with applicable law.

• Personal data is used only to investigate and resolve the complaint; we will not disclose it to third parties without consent (unless required by law).

9. Accessibility and assistance

If you need special assistance (translation, accessibility, alternative formats), please let us know — we will provide reasonable support and adaptations.

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