Scope

This policy applies to customers, prospective customers, users, learners, partners and authorised representatives raising concerns about a QIH-operated service. It covers service quality, billing, subscriptions, communications, accessibility, content, privacy, security, ecommerce and infrastructure. Employment matters and reports by security researchers may follow separate procedures.

Where a signed agreement, order form or mandatory law contains a specific complaints process, that process takes priority to the extent of any inconsistency.

What Is a Complaint?

A complaint is an expression of dissatisfaction requiring a response or remedy. It may concern:

• a service not matching the agreed description or standard;
• incorrect billing, renewal, cancellation or payment handling;
• an AI Digital Reception interaction, call flow or message workflow;
• delay, outage, integration failure or support experience;
• privacy, data protection, accessibility or security concerns;
• staff, contractor or partner conduct within QIH’s responsibility;
• ecommerce, education, hosting or website operations.

A routine support request may be treated as a complaint if the customer remains dissatisfied after reasonable support has been provided.

How to Submit a Complaint

Email complaints@qihhub.com and include, where available:

• your full name, organisation and contact details;
• the relevant service, site, account, order or invoice number;
• a clear chronology and the date the issue occurred;
• screenshots, messages or other supporting evidence;
• the outcome you consider reasonable;
• any accessibility or communication adjustment you require.

Do not send passwords, API keys, full payment-card data or unnecessary identity documents. We may request proportionate verification before discussing an account.

Our Complaint Process

1. Acknowledgement: normally within 3 working days, with a reference number.
2. Assessment: we identify the issues, urgency, responsible team and any immediate protective action.
3. Investigation: we review relevant contracts, communications, transaction records, logs and technical evidence.
4. Response: we aim to issue a reasoned final response within 20 working days.
5. Escalation: if dissatisfied, you may request an internal review within 14 calendar days of the response.

If a matter is unusually complex or depends on a third party, we will explain the delay and provide a revised target date. Legal or regulatory deadlines take precedence over these service targets.

Urgent Complaints

We may prioritise reports involving an active security incident, suspected personal-data breach, risk to a vulnerable person, unlawful content, payment fraud or material service outage. For an active vulnerability, follow the Security Disclosure Policy and contact security@qihhub.com.

Fair Investigation and Evidence

QIH will assess the available evidence objectively and give relevant parties a reasonable opportunity to explain their position. Access to complaint records is limited to personnel and providers who need it for investigation, legal compliance, security or resolution. Records may include support communications, system logs, call metadata, consent records and transaction information. Call audio or message content will only be reviewed where lawfully available and reasonably necessary.

Possible Outcomes

Depending on the facts, a resolution may include:

• an explanation, correction or apology;
• technical remediation or re-performance of the service;
• account, workflow or documentation correction;
• a proportionate refund, service credit or billing adjustment;
• staff guidance, process improvement or supplier escalation;
• rejection of the complaint with clear reasons.

Any refund remains subject to mandatory law, the applicable agreement and our Refund Policy. A complaint does not automatically create a right to compensation, but QIH will not exclude a remedy required by law or contract.

Third-Party Services

QIH services may depend on hosting, telecom, cloud, AI, payment, banking, ecommerce and communications providers. We will investigate the part within our responsibility and, where appropriate, coordinate or escalate with the provider. A provider’s independent decision may require a complaint directly to that provider. QIH does not use third-party involvement to avoid responsibility for its own acts, omissions or contractual duties.

Privacy and Data-Protection Complaints

Privacy complaints should also be sent to privacy@qihhub.com. Requests exercising UK GDPR rights are handled within the applicable statutory period—normally one calendar month after receipt of the necessary information, subject to lawful extensions for complexity.

If you remain dissatisfied after giving QIH an opportunity to respond, you may complain to the UK Information Commissioner’s Office (ICO) or another competent supervisory authority. Further information is available at ico.org.uk/make-a-complaint.

Consumer and External Escalation Rights

Consumers may seek independent advice from Citizens Advice or the relevant consumer body in their country. Where a competent ombudsman, alternative dispute-resolution body, regulator, card issuer or court has jurisdiction, this policy does not prevent lawful referral. Customers should first allow QIH a reasonable opportunity to resolve the issue unless urgency or law permits otherwise.

Unreasonable or Abusive Conduct

We may restrict a communication channel where conduct includes credible threats, harassment, discrimination, deliberate falsehoods, fraud, impersonation, excessive repetition after a final response, spam, attempts to obtain unauthorised access or disclosure of secrets. Any restriction will be proportionate and will not prevent a person from exercising legal rights through an appropriate channel. Criticism, persistence or a strongly expressed complaint is not by itself abusive.

Confidentiality, Records and Learning

Complaint information is processed for case management, service improvement, fraud prevention, legal compliance and the establishment or defence of claims. Records are retained only as reasonably necessary under QIH’s retention framework. We may analyse anonymised complaint trends to improve products, staff training, contracts and technical controls.

Responsibility and Legal Rights

Each party remains responsible for loss caused by its own breach, negligence, unlawful conduct or misuse to the extent established under the applicable agreement and law. QIH does not accept liability for matters wholly outside its control, but no provision excludes liability that cannot lawfully be excluded, including liability for fraud or fraudulent misrepresentation, death or personal injury caused by negligence, or mandatory consumer and data-protection remedies.

Contact and Related Policies

Quantum Intelligence Hub Ltd
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Complaints: complaints@qihhub.com
Support: support@qihhub.com
Privacy: privacy@qihhub.com
Security: security@qihhub.com

• Terms & Conditions
• Refund Policy
• Privacy Policy
• Security Disclosure Policy

We may update this policy for future complaints. An update will not retrospectively remove an accrued legal right or alter an agreed fixed contractual term without a lawful basis.