Part A · How to complain
Write to complaints@getawaycollective.co, or through the platform. State what happened, when, and what you would like done.
A complaint is acknowledged within two working days with a reference and the name of the person handling it.
Part B · The stages
Stage one — the desk
Answered within ten working days by someone who was not involved in what you are complaining about.
Stage two — review
If the answer is unsatisfactory, ask for a review within three months. A review is carried out by a person senior to the first responder and is answered within twenty working days.
Stage three — outside
A final response states that it is final and tells you which external route is open to you and by when it must be used. Where the complaint concerns a vehicle rather than the platform, the route runs through the vehicle's own dispute clause.
Part C · What is recorded
Every complaint is recorded with its subject, the time taken at each stage, and the outcome. The totals are published at /status each quarter, including the ones upheld against us.