Complaints Policy

Last updated: 16th June 2025

Customer Complaints Policy & Procedure
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How we handle complaints
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Introduction

GoDefend operates a Quality Management System and is ISO9001 accredited. We aim to deliver excellent customer service at all times. While we hope our customers and business partners never have cause for concern, this procedure outlines how to contact us should any issues arise.

We view complaints as opportunities to learn and improve. More importantly, they allow us to put things right for the complainant.

Policy objectives

• To provide a fair, clear and easy-to-use complaints procedure for anyone wishing to make a complaint
• To ensure all staff at GoDefend know how to respond if a complaint is received
• To ensure all complaints are investigated in a timely manner
• To resolve complaints wherever possible and maintain strong working relationships.
• To gather information that helps us improve our serices.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of GoDefend and its service delivery.

Who can complain

Complaints may be raised by any individual or organisation with a legitimate interest in GoDefend. Complaints may be submitted by email or post.

Note: This policy does not cover internal staff grievances, which are handled under GoDefend’s internal grievance procedure.

Confidentiality

All complaint information will be handled sensitively, shared only with those who need to know, and managed in accordance with relevant data protection laws.

Responsibility

Overall responsibility for this policy and its implementation lies with the Board of Directors at GoDefend.

How to submit a complaint

Please include the following details in your complaint:

• Your full name
• Company name (if applicable)
• Email address
• Telephone number
• Your relationship to GoDefend (e.g. customer, supplier, partner)
• Details of the complaint

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Submit via post:
Head of Customer Success
GoDefend Limited
Hadrian House
Beaminster Way East
Newcastle upon Tyne
NE3 2ER

Or via email:
support@godefend.co.uk

Our complaint handling process
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Stage One – Initial Investigation

Your complaint will be acknowledged within 5 working days. It will be handled initially by your assigned Customer Success Manager, who will aim to resolve the issue swiftly — especially if it relates to day-to-day service matters.

If the complaint concerns a specific GoDefend employee, that individual will be informed and given a fair opportunity to respond. Other internal teams may be consulted to assist in the resolution.

We aim to provide a written resolution within 15 working days. If we are unable to meet this timeframe, we will keep you updated on progress.

Stage Two – Escalation to Director Level

If you feel the issue has not been satisfactorily resolved at Stage One, you may request that the matter be reviewed by a Director.

At this point, the complaint will be escalated to a GoDefend Director, who will aim to resolve it within 5 working days. The Director may carry out the investigation personally or assign a senior representative to do so.

This may involve:
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1. Reviewing documents
2. Consuilting those involved at Stage One
3. Notifying any individuals named in the complaint and allowing them to respond again

You will receive a written response outlining the investigation and outcome.
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The decision at this stage is final.

Note: Where the complaint relates to an issue governed by our Terms & Conditions, the relevant clauses within those terms will take precedence.

Monitoring and learning from complaints

We retain complaint records to help identify patterns or areas for improvement. These are stored securely and only held for as long as necessary in line with our data retention policy and UK GDPR requirements.

Company Details

GoDefend Limited
Company Number: 11803541

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