Complaints Policy

If something has gone wrong, we want to hear about it and put it right.

Integral365 aims to give every client a responsive, professional service. When we fall short of that, telling us is the fastest way to get it fixed, and it helps us stop the same thing happening again.

How to raise a complaint

You can raise a complaint by email to hello@integral365.com, by calling 0330 332 0423, or by writing to Integral365, Integral365, Hexagon House, Grimbald Crag Close, Knaresborough HG5 8PJ. If you have a named account manager, contacting them directly is usually quickest.

What to tell us

Please give us your name and contact details, the name of your organisation, what happened and when, any reference numbers or ticket numbers you have, and what you would like us to do to put it right.

What happens next

We will acknowledge your complaint within five working days. We will then investigate and give you a full response within twenty working days. If we need longer, for example because the issue is complex or key people are unavailable, we will tell you why and agree a new date with you.

If you are still not satisfied

If our response does not resolve matters, you can ask for it to be reviewed by a director, who will look at the complaint afresh and respond within a further twenty working days.

Complaints about personal data

If your complaint concerns how we have handled your personal information and you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office at ico.org.uk.

How we use complaints

We record every complaint and review them regularly, so recurring problems are identified and addressed rather than handled one at a time.