Help and support
Complaints
When something isn't right, we want to know. Tell us if you're unhappy with anything we've done or not done, and a person on our team will read it and put it right where we can.
How to complain
Email support@sdqa.org.uk with "Complaint" in the subject line. If writing it down is hard, message us on WhatsApp on +44 7785 587 869 and we'll take the details with you. You can also write to us at SDQA CIC, Concorde Road, Concorde Park, Maidenhead, SL6 4BY.
What helps us
- your name and the email address you use with us
- the project, and your payment reference if it's about money (please never send card details)
- what happened, and when
- what you'd like us to do
What happens next
We'll acknowledge your complaint within 2 working days and tell you who's looking into it. Complaints are handled by one of our co-founders.
We'll aim to give you a full answer within 10 working days. Some answers need news from our team on the ground, so if yours will take longer, we'll tell you why and when to expect it.
We'll look at the facts, including payment records and what our delivery partners report, and explain what we found, what we're doing about it and, where we got it wrong, how we'll put it right. We keep a record of every complaint and look back over them every three months to see what we should change.
If your complaint is about a refund, our terms set out when a share or a deposit can be returned.
If you're still unhappy
Reply and ask us to look again. Someone at SDQA who wasn't involved in the first reply will review it and give you a final answer within 10 working days.
Outside SDQA
If we haven't resolved things, other bodies may be able to help, depending on what it's about:
- Your personal data: the Information Commissioner's Office, at ico.org.uk.
- A card payment you think was wrong: your card issuer (the bank that issued your card) can raise a dispute on the payment.
- A serious concern about how SDQA is run as a CIC, such as misuse of its assets: the Office of the Regulator of Community Interest Companies. It looks at serious breaches of CIC rules and doesn't decide individual service complaints.
- Fraud: Action Fraud. Other consumer problems: Citizens Advice, or your local Trading Standards.
What to expect