Complaints Procedure
Last updated: March 2026
We take complaints seriously and aim to resolve issues quickly, fairly, and with clear communication throughout the process.
Raise your complaint
Contact us with the details of your complaint. Please include your name, the project or service involved, and a description of the issue.
Email: hello@caldern.ai
Phone: 03333 390 135 (Monday to Friday, 9am-5pm)
Please use the subject line "Complaint" so we can prioritise it appropriately.
Acknowledgement and investigation
We will acknowledge your complaint within 2 working days of receipt. We will then investigate the issue and aim to provide you with a full response within 10 working days. If the investigation requires more time, we will let you know and provide an updated timeline.
Resolution
We will provide a clear explanation of our findings and, where appropriate, outline the steps we will take to resolve the issue. This may include corrective work, a partial or full refund, or other remedial action depending on the circumstances.
Escalation
If you are not satisfied with our response, you may request a review by the business owner by emailing hello@caldern.ai with the subject line "Complaint Escalation." We will review the matter independently and respond within 10 working days.
If the matter remains unresolved, you may wish to seek independent mediation or legal advice. As we are not a regulated financial or energy provider, there is no ombudsman service applicable, but we will cooperate fully with any fair resolution process.
Our commitment
We are committed to:
- Treating all complaints seriously and fairly
- Responding promptly and keeping you informed throughout the process
- Learning from complaints to improve our services
- Maintaining confidentiality throughout the complaints process
Contact
If you have any questions about this procedure, please contact us at hello@caldern.ai or 03333 390 135 (Monday to Friday, 9am-5pm).