How to raise a concern
A concern should include the issue, affected page or service, relevant date, screenshots or supporting evidence where helpful, contact details and the outcome being requested.
Governance & Legal
Complaints and Concerns Procedure
This page explains how visitors, prospects and customers can raise concerns for review.
This page is written for website visitors, procurement teams, compliance reviewers and prospective customers. It is intended to make EUAIC’s website terms and policy position clear without pretending to be legal advice.
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Govern
Govern
Acknowledgement and review
Concerns should be acknowledged and reviewed by an appropriate person. The review should consider the facts, relevant policy, applicable agreement, customer history and evidence available.
Different routes
Privacy, security, billing, contractual, accessibility and technical concerns may need different review routes. A matter connected to a signed agreement should be assessed under that agreement where applicable.
Escalation
If a concern cannot be resolved at first review, it may be escalated internally or referred to the relevant contractual, legal or regulatory process.
Record keeping
A proportionate record may be kept of the concern, investigation, response and outcome for business, legal, security or service improvement purposes.
Expected response information
A useful response may explain what was reviewed, what was found, whether any action will be taken and whether the issue needs another route such as privacy, security, contract management or billing review.
Unreasonable or abusive complaints
Complaints should be raised professionally. Abusive, threatening, discriminatory, repetitive or bad-faith communications may be limited or refused where necessary to protect staff and service operations.
Learning from complaints
Complaints can identify unclear content, poor communication, technical issues, accessibility problems or process gaps. Where appropriate, outcomes should be used to improve policies, website content, training or service workflows.
How this policy should be read
This page is written for website visitors and corporate reviewers. It should be read together with the Legal Notice, Privacy Policy, Cookie Policy and Terms of Use. Where a customer has a signed agreement, order form, statement of work, data processing addendum or service schedule, that document will take priority over this general website wording for the relevant service.
Contact and review
Questions about this policy can be raised through the EUAIC contact route. A useful enquiry should identify the page, the concern, the affected service or communication, and any relevant reference. Policies should be reviewed when the website, service model, supplier stack, cookie configuration, platform features or customer contracting process changes.
Important note
These website policies are written for clear corporate communication. They do not replace a signed agreement, formal legal advice, regulatory advice, security assurance or a customer-specific data processing addendum.
Legal pages
Related EUAIC policies
Use these pages to review privacy, cookies, terms, security, accessibility and responsible AI information in a structured way.
Privacy PolicyUnderstand how EUAIC handles website enquiries, business contact details, communication records, privacy rights and retention.TermsRead EUAIC website terms covering acceptable access, intellectual property, no legal advice, external links and liability boundaries.AccessibilityRead EUAIC accessibility principles for responsive layouts, readable structure, clear navigation and inclusive website improvement.Legal CentreAccess EUAIC legal information including privacy, cookies, terms, legal notice, security, GDPR, accessibility and responsible AI policies.Cookie PolicyRead how the EUAIC website may use essential cookies, analytics cookies, security technologies and visitor preferences.Acceptable UseReview acceptable use expectations for EUAIC website access, enquiry forms, security, communication and responsible conduct.GDPR ComplianceReview EUAIC GDPR principles for website enquiries, data minimisation, retention, rights requests and responsible communication.Data ProcessingRead EUAIC data processing information covering customer instructions, controller and processor roles, security and sub-processor review.Security StatementReview EUAIC security principles for website protection, access control, monitoring, maintenance and responsible reporting.Sub-processorsReview how EUAIC may approach third-party providers, hosting, infrastructure, analytics, communication tools and customer review.Service LevelsUnderstand EUAIC service level themes for availability, planned maintenance, support expectations and incident handling.Refunds & CancellationReview EUAIC refund and cancellation principles for subscriptions, implementation, consulting, custom work and agreed contracts.Anti-SpamRead EUAIC anti-spam principles for responsible business emails, communication quality, unsubscribe handling and sender reputation.Intellectual PropertyReview EUAIC intellectual property rules for website content, branding, graphics, software descriptions and design materials.Responsible AIReview EUAIC responsible AI principles covering governance, oversight, transparency, evidence, risk review and accountability.AI Governance DisclaimerRead the EUAIC disclaimer explaining that AI compliance information is general and does not replace professional advice.Legal NoticeReview EUAIC legal notice information including company identity, website ownership, intellectual property and professional advice limitations.Responsible DisclosureRead EUAIC responsible disclosure expectations for reporting security issues safely, privately and without unauthorised exploitation.Data RetentionReview EUAIC data retention principles for enquiries, communication records, website logs, service records and deletion requests.Modern SlaveryRead EUAIC’s modern slavery and ethical trading statement for responsible business conduct and supplier awareness.Equality & InclusionRead EUAIC’s equality, diversity and inclusion statement for respectful access, communication and responsible business culture.
Questions
Frequently asked questions
What should a complaint include?
Include the issue, date, affected page or service, supporting evidence and preferred outcome.
Are all complaints handled the same way?
No. Privacy, security and contractual matters may require different routes.
Will a record be kept?
A proportionate record may be kept for review and improvement.