Complaints Statement

Last Updated: 03-Jun-2025

This statement details how customer complaints or issues are captured, the customer is kept informed and describes how Logiq will provide assurance that a complaint will be reviewed and dealt with in a prompt manner. Logiq is dedicated to delivering high quality outputs and services, and providing excellent customer service. Logiq and its staff will always endeavor to maintain healthy customer relationships. The Logiq Complaints Statement outlines our procedures for the handling of verbal and written customer complaints and details how any complaints received are handled as effectively as possible.

We want to assure our customers that we take complaints seriously and will deal with complaints and issues promptly and efficiently.   We ensure that our customer have one point of contact when dealing with their complaint from start to completion with swift and trouble-free resolution.  All complaints are directed to complaints@logiq.co.uk and are logged within our Service Desk Tool. The company has staff dedicated to dealing with customer complaints who have autonomy concerning the issue/complaint decision.

1. All complaints will be taken seriously and the resolution of these will be prompt. 
2. All complaints will have an acknowledgement sent out within 24 hours of receipt to the customer.
3. We will endeavour to agree a resolution to all complaints within three working days wherever possible.
4. The customer will receive daily notifications regarding the status of their open complaint.
5. If it becomes necessary to keep a complaint open for more than five days to achieve a satisfactory resolution, the customer will be provided with an estimated timeframe for when the complaint will be resolved.
6. Complaints or issues that are received are logged within our Service Desk Tool, to ensure a robust audit trail is maintained. 
7. All issues will be dealt with by the appropriate team lead or senior responsible owner in the first instance to ensure they do not escalate into complaints.
8. When a complaint is resolved, we will send out a resolution notice to complete the process. If not required in writing, the customer will receive verbal confirmation of closure.
9. If a complaint is rejected, a Complaint Closure letter will be sent to the customer.
10. If the customer is dissatisfied with the resolution, they have a right to appeal to the Directors. 

The Company will ensure that any personal data is retained in accordance with our Privacy Policy.