MySense Customer Complaints Policy and Procedure
MySense is committed to providing high-quality products and services. We value customer feedback and take all complaints seriously. This policy explains how customers can raise complaints, how complaints are recorded, and the timeframes within which MySense will respond and seek to resolve issues.
Customers can contact MySense using any of the following methods:
Telephone: 020 3322 1838
Lines are open Monday to Friday, 9:00am – 5:00pm
Email: support@mysense.ai
Monitored Monday to Friday, 9:00am – 5:00pm
When raising a complaint, customers should provide:
We hope you never need to raise concerns about our products, services, or any aspect of our Terms and Conditions. However, we understand that there may be occasions when things do not meet your expectations.
MySense will respond to any complaint made by you in accordance with our internal complaint handling procedure.
Nothing in these Terms and Conditions affects your legal rights under the Consumer Rights Act 2015 (also known as your statutory rights). You may also have additional rights under applicable law.
You can view our full Terms and Conditions here.
MySense defines a complaint as any expression of dissatisfaction regarding products or services provided by us or on our behalf, whether we ultimately determine the complaint to be justified or not.
At the first expression of dissatisfaction, our team will make every reasonable effort to resolve your concerns promptly and provide reassurance where appropriate.
If your complaint cannot be resolved at the first point of contact, it will be formally escalated and recorded in our internal complaints register.
We will acknowledge receipt of all formal complaints within 2 working days.
Once your complaint has been formally logged, you will be assigned a Customer Support Lead who will be responsible for investigating your complaint and keeping you informed throughout the process.
Your assigned Customer Support Lead will contact you within 5 working days of your complaint being formally logged.
We aim to resolve all complaints within 10 working days. Where this is not possible, we will provide regular updates and inform you of the reasons for any delay, together with an estimated timeframe for resolution.
If you are dissatisfied with the outcome provided by the Customer Support Lead, you may request that your complaint be escalated to the Head of Commercial and Customer Operations.
The Head of Commercial and Customer Operations will contact you within 5 working days of the escalation being received.
If you remain dissatisfied following this review, you may request a final review by the Chief Commercial Officer.
The Chief Commercial Officer will conduct a final review of the complaint and provide a written response within 10 working days wherever reasonably practicable.
All formal complaints are recorded in our complaints register and monitored to help us improve our products, services, and customer experience.
Complaint records are retained for a minimum period of 3 years from the date the complaint is closed, unless a longer retention period is required by law or for legitimate business purposes.
Any personal information provided in connection with a complaint will be processed in accordance with our Privacy Policy and applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We regularly review complaints and customer feedback to identify trends, improve our processes, and enhance the quality of our products and services.
