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COMPLAINTS CODE

1. Purpose

Arlio Limited (“Arlio”, “we”, “us”) is committed to providing high-quality IT services to all of our clients. We take complaints seriously and aim to resolve any issues quickly, fairly, and transparently. This Complaints Code sets out how you can raise a complaint and how we will handle it.

2. Who Can Make a Complaint

This Complaints Code is available to any client, prospective client, or third party who is dissatisfied with the services provided by Arlio or the conduct of Arlio’s staff.

3. How to Make a Complaint

You can submit a complaint using any of the following methods:

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Email: notices@arlio.co.uk

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Post: Complaints, Arlio Limited, 66 Paul Street, London, EC2A 4NA

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When submitting a complaint, please provide the following information to help us investigate and respond effectively:

  • Your name and contact details

  • Your company name (if applicable)

  • A clear description of your complaint, including relevant dates and details

  • Any relevant reference numbers (such as support ticket numbers or contract references)

  • The outcome you are seeking

4. Our Complaints Process

Stage 1: Acknowledgement


We will acknowledge your complaint within two (2) business days of receipt. Your complaint will be assigned a unique reference number, and we will confirm who will be handling your complaint.


Stage 2: Investigation


Your complaint will be investigated by an appropriate member of our team who has not been directly involved in the matter. We aim to complete our investigation and provide you with a full response within ten (10) business days of acknowledgement. If we need more time to investigate, we will let you know and provide a revised timescale.


Stage 3: Resolution


Following our investigation, we will provide you with a written response setting out:

  • A summary of the complaint

  • The findings of our investigation

  • Any action we have taken or propose to take

  • Any remedies offered, where appropriate

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Stage 4: Escalation


If you are not satisfied with the outcome of your complaint, you may request escalation to a senior director of Arlio by writing to complaints@arlio.co.uk with the subject line “Complaint Escalation” and quoting your complaint reference number. The senior director will review the complaint and provide a final response within ten (10) business days.

5. What We Will Do

We will:

  • Treat all complaints seriously, fairly, and confidentially

  • Investigate complaints promptly and thoroughly

  • Keep you informed of progress throughout the process

  • Provide clear and honest explanations of our findings

  • Take appropriate corrective action where we have fallen short of expected standards

  • Use complaints as an opportunity to learn and improve our services

6. What We Expect

We ask that complainants:

  • Provide accurate and complete information to assist our investigation

  • Engage with the process constructively and in good faith

  • Treat our staff with courtesy and respect

We reserve the right to decline to investigate complaints that are vexatious, repetitive, or made in bad faith.

7. External Resolution

If you remain dissatisfied after exhausting our internal complaints process, you may wish to seek independent advice or pursue the matter through alternative dispute resolution or the courts. We are happy to discuss options with you.

If your complaint relates to data protection matters, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk or by telephone on 0303 123 1113.

8. Record Keeping

We maintain records of all complaints received, including the nature of the complaint, the outcome, and any actions taken. Complaints data is reviewed periodically to identify trends and opportunities for service improvement.

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