correction when we get it wrong
and when we get something wrong, this is how it gets put right.
Tell us, and a person who can change things reads it. These are the times we hold ourselves to, and the places you can go if we do not put it right.
sequence how a complaint runs
five steps, each with the time it takes:
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day one
You tell us
Email contact@vistarasoftware.site with a subject line that starts “Complaint”, or write to the registered office. Say what happened and when, what you would like done, and any reference you have, such as a brief’s. Someone else can complain on your behalf if you tell us they may.
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within 2 working days
We acknowledge it
A reply from a person, saying that it has been received and who is handling it: one of the company’s directors, where possible one who was not part of the work complained about.
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while we look
We look into it
We read everything relevant, ask you anything we need to, and tell you if it is taking longer than planned. Complaining never changes how you or your work are treated.
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within 15 working days
We answer in full
What we found, what we will do about it, and by when. If a fair answer needs longer, we say why and give a date, and the full answer never comes later than eight weeks after your complaint arrived.
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within 10 working days of asking
A second look, if you ask
If you are not satisfied, say so, and a director not involved so far looks at it again. That answer is our final response, and it tells you where you can take the complaint next.
subordinate clause if you are still not satisfied
and if that still does not put it right, these are open to you:
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Advice, if you are a consumer
In England and Wales, the Citizens Advice consumer service. In Scotland, Advice Direct Scotland. In Northern Ireland, Consumerline. Each explains your rights and can pass a complaint to Trading Standards.
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Independent dispute resolution
We are not a member of any dispute resolution scheme and no law obliges us to be one. Our final response names a certified provider suited to your complaint and says whether we agree to use it, as the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require.
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The courts
In England and Wales, most consumer claims go to the small claims track of the County Court, which can be started online through GOV.UK. In Scotland, the simple procedure in the sheriff court. For business clients, the courts of England and Wales, as our engagement terms say.
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Your personal data
The Information Commissioner’s Office, at any time. Our privacy notice says what we hold and how to ask about it.
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A site or app that is hard to use
The Equality Advisory and Support Service advises on the Equality Act 2010 in England, Scotland and Wales. Our accessibility statement lists what we know.
What we keep about a complaint
The messages about it, for six years after it is closed, the time in which a claim about it could be brought, and then they are deleted. They are read only to handle the complaint and to stop the same thing happening again, and how we use them is set out in the data we hold.