Complaints/Escalation Process

Complaint Definition - A complaint is any expression of dissatisfaction relating to our services, processes, or the way a matter has been handled.

At Clearooms, we are committed to delivering a high standard of customer service and supporting our customers throughout their journey with us. However, we recognise that there may be occasions where you are dissatisfied with how a matter has been handled. If this occurs, please follow the complaints escalation process outlined below:

Step 1: Contact Your Customer Success Manager:
Each customer is assigned a dedicated Customer Success Manager (CSM). In the first instance, please raise your concern with your allocated CSM, who will work with you to try to resolve the issue.

Step 2: Escalate to the Customer Support Team Leader:
If you are not satisfied with the response, or if you do not feel comfortable discussing the matter with your CSM, you may escalate your complaint to the Customer Support Team Leader using the details below:
Name: Dawn Graham
Email: dawn.graham@clearooms.com
Telephone: +44 (0)118 230 6820

Step 3: Further Escalation or Confidential Complaints:
If your complaint is confidential or you wish to escalate the matter further, please contact us directly at:
complaints@clearooms.com

All complaints raised at any stage of this process will be taken seriously.

We aim to acknowledge all complaints within 1 UK working hour and provide a further response within 24 UK working hours. Should complaints require further responses a timeframe will be confirmed with each communication.