Complaints charter
Our aim is to resolve problems early, fairly and in plain English.
1. Tell us what went wrong
Email hello@online2day.com with the subject “Complaint”. Include your name, project or account reference where available, what happened, the outcome you are seeking and any relevant evidence.
2. We will acknowledge it
We aim to acknowledge a formal complaint within two working days. If the issue can be fixed immediately, we may resolve it at the same time.
3. A fair review
The complaint will be reviewed against the agreed scope, communications, service records and any relevant technical information. Where practical, a person not responsible for the disputed decision will review the complaint or its proposed resolution.
4. Our response
We aim to provide a substantive written response within 10 working days. If the issue is unusually complex or depends on a third party, we will explain the reason for delay and provide an updated position rather than leaving you without information.
5. Possible outcomes
Depending on the circumstances, an outcome may include an explanation, correction, re-performance of work, practical remediation, service credit, refund where appropriate, or confirmation that the original position is maintained with reasons.
6. Escalation
If you remain dissatisfied, reply and request an internal escalation. We will review the unresolved points and provide a final response. Any statutory or contractual rights you may have are unaffected by this process.
7. Learning from complaints
We use complaint themes to improve specifications, communication, testing and support processes. A complaint is not treated as an inconvenience; it is evidence that something deserves examination.