Legal Document
Complaints Procedure
Who reads a complaint, how long each stage takes, and what to do if the answer is wrong.
180 words · about 1 minutes- AHow to complain1 clause
- BThe stages3 clauses
- CWhat is recorded1 clause
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.
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.
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.