Our complaints policy
At SORTED AI, we strive for excellence in all our services. However, if you are unhappy with any aspect, please let us know. Your feedback helps us improve.
How to raise a complaint
If you are not satisfied with our service, please email hello@mysortedai.co.uk. In your email, please clearly state that your complaint is about SORTED AI. Include your purchaser name, the order reference number, a detailed description of what went wrong, and the resolution you are seeking.
For your security, please do not send passwords, full payment details, or unnecessary identity documents. SORTED AI is operated by Keith Hadley, a sole trader, located at 3 Greatfield Road, Plymouth, PL3 6QQ.
Our investigation process
Once we receive your complaint, we will log it and begin our review. This involves examining your order and relevant service records to understand what happened. We may ask for any additional information genuinely needed to investigate thoroughly and consider a fair remedy.
We want to make it clear that we will separate your complaint about SORTED AI from any underlying dispute you may have with another company. Our process addresses our service directly and does not guarantee the success of your underlying dispute. We aim to respond clearly, explain our findings, and inform you of the next steps we can take.
Response times and updates
We aim to acknowledge your complaint within 5 working days of receipt. A substantive response will be provided within 14 working days where practicable. If our investigation requires more time, we will explain the reason for the delay and provide you with an updated timeframe.
All replies and updates regarding your complaint will be sent to you by email. If you remain unhappy with our initial response, you may reply to the email asking for your complaint to be reviewed again, and we will then issue a final response.
Further assistance
SORTED AI is not currently a member of a specific Alternative Dispute Resolution (ADR) scheme. However, this does not affect your statutory rights. You are welcome to seek independent information and advice from organisations such as Citizens Advice or another suitable adviser.
If your complaint concerns privacy issues, you may raise these directly with the Information Commissioner's Office. Please note that this complaints process does not prevent you from pursuing any legal remedies available to you. It is important to understand that an ombudsman for your underlying dispute with another company is separate from a complaint specifically about SORTED AI's service.