This article will explain how to log a complaint and what you can expect from our complaints process
We're sorry you're unhappy with our service. We take member complaints seriously and we'll do everything we can to put things right for you.
How do I log a complaint?
You can log a complaint by selecting "I want to log a complaint" on our contact form HERE
Please include as much information as you possibly can to ensure we can help you as quickly as possible.
What's your complaints process?
When you log a complaint with us, you'll receive an email with your complaint reference number attached to it. We'll review your complaint and reach out within 5 working days to discuss this with you further.
We aim to resolve all complaints within a maximum timeframe of 8 weeks from the date it was logged with us.
Once your complaint is fully investigated, we'll resolve it as one of the following:
Upheld
We agree with your complaint and will do everything we can to put things right for you.
Not Upheld
We don't agree Irys are at fault. When we decide a complaint is not upheld, we will provide you with a detailed breakdown as to why we have come to this conclusion. This status is usually applied to complaints where we can see the issue stemmed from user error or a misunderstanding and not something the business has directly done to impact you.
Regardless of the outcome. We will always do our best to support you and get you back to happily posting with no issues!