Complaints Policy

1. Our Commitment

ClearSafe is committed to providing a high-quality service to all of our users. We value feedback and take all complaints seriously. If something has gone wrong, we want to know about it, understand what happened, and put it right.

We aim to:

• Make it easy for you to raise a complaint.
• Treat every complaint fairly, consistently, and confidentially.
• Investigate thoroughly and respond promptly.
• Learn from complaints to improve our service.

2. How to Make a Complaint

You can submit a complaint using either of the following methods:

• Online form — Use the complaint form below on this page.
• Email — Send an email to complaints@clearsafe.io.

3. What to Include

To help us investigate and resolve your complaint as quickly as possible, please include:

• Your full name and email address (so we can respond).
• Your company name (if applicable).
• The subject or category of your complaint (billing, technical, data/privacy, service quality, or other).
• A clear description of what happened, including dates and any relevant details.
• What resolution or outcome you would like to see.
• Any supporting evidence (screenshots, reference numbers, correspondence).

4. Our Response Process

5. Data and Privacy Complaints

If your complaint relates to how we handle your personal data, it will be treated under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• Select “Data & Privacy” as the subject when submitting your complaint.
• We will investigate and respond in accordance with UK GDPR requirements.
• If you are not satisfied with our response, you have the right to escalate your complaint to the Information Commissioner's Office (ICO).

6. Billing Disputes

If your complaint relates to a billing issue (incorrect charge, duplicate payment, refund request):

• Select “Billing & Payments” as the subject when submitting your complaint.
• Include your account email and the approximate date and amount of the charge.
• We will investigate with Stripe (our payment processor) and respond within 5 working days.
• For refund requests, please also refer to our Refund & Cancellation Policy.

If you have opened a dispute directly with your bank or card issuer, please let us know so we can coordinate our response through Stripe's dispute process.

7. If You Are Not Satisfied

If you are not satisfied with our response to your complaint, you have the following options:

• Request a review: Reply to our response and ask for the complaint to be reviewed by a senior member of our team.
• Data and privacy complaints: Escalate to the Information Commissioner's Office (ICO) at ico.org.uk.
• Consumer rights complaints: Contact Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.
• Legal disputes: You may bring proceedings in the courts of England and Wales, or in the courts of your local jurisdiction if you are based in Scotland or Northern Ireland.

8. Governing Law

This Complaints Policy is governed by the laws of England and Wales. Users in Scotland and Northern Ireland retain any additional rights afforded to them under their local jurisdiction.

9. Contact

ClearSafe Ltd

Company number: 17093354

66 Paul Street, London, England, EC2A 4NA

Complaints: complaints@clearsafe.io

Support: support@clearsafe.io

General: hello@clearsafe.io

Website: clearsafe.io

See also: Terms of Service · Privacy Policy · Refund & Cancellation Policy · Cookie Policy