--- title: Complaints/Escalation Process description: Learn how to raise a complaint or escalate an issue, what to expect at each stage, and how we work to resolve concerns fairly and promptly. --- [Skip to content](https://knowledgebase.clearooms.com/complaints/escalation-process-#main-content) ![Colour Transparent](https://knowledgebase.clearooms.com/hs-fs/hubfs/Colour%20Transparent.png?width=1672&height=313&name=Colour%20Transparent.png) Open main navigation Close main navigation - [Contact us](https://2feg9n.share-eu1.hsforms.com/2LEUbrOfJTIe01qcEQusU5w) [Contact us](https://2feg9n.share-eu1.hsforms.com/2LEUbrOfJTIe01qcEQusU5w) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://knowledgebase.clearooms.com/?hsLang=en-gb) 2. [Support](https://knowledgebase.clearooms.com/support?hsLang=en-gb) # Complaints/Escalation Process ## This article outlines the Complaints/Escalation process for our customers to follow if required.  **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](mailto: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](mailto: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. 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