If something has gone wrong, tell us.
We would rather hear it early and put it right than have you work around it. This page says what to expect when you complain.
Tell us first
Use the chat or the form on the Get in touch page. You can also email complaints@lightmorphic.com if you would rather write, or privacy@lightmorphic.com for anything about data or privacy.
It helps if you can say what happened, roughly when, what you expected instead, and what you would like us to do about it.
What happens then
- We acknowledge it within two working days.
- We look into it and reply properly, in writing, within ten working days.
- If it needs longer than that, we tell you why and when to expect an answer.
If a live system is down
That is not a complaint, it is an emergency, and it goes ahead of everything else in the queue. Say so in the first line of the message and we will treat it that way.
If our answer is not good enough
Say so and ask for it to be looked at again by a director of the company. We will review the whole thing from the beginning rather than restate the first answer.
Going elsewhere
For a complaint about how we have handled personal information, you can go to the Information Commissioner's Office at ico.org.uk at any point, including before you have spoken to us.
Nothing on this page affects your legal rights.