Raise a formal grievance
For matters serious enough to be recorded as a formal complaint, or where the ordinary support route has already been tried and has not resolved it. Every grievance is logged, reviewed and answered by email.
When to use this
This is the escalation, not the front door
Most things are quicker to resolve through the ordinary route, and going straight to a formal grievance usually slows the answer down rather than speeding it up. Use this form when the ordinary route has already been tried, or when the matter is serious enough that you want it recorded as a formal complaint from the start.
Grievance form
Raise a formal grievance
Set out what happened, when, and what you would consider a fair resolution. That last part is the one people leave out, and it is often the fastest way to an outcome.
Process
What happens to a grievance
How is it recorded?
Every grievance is logged with a reference and the date it arrived, so it can be traced afterwards rather than living in an inbox.
Who reviews it?
Someone other than whoever handled the original matter, where the grievance is about how something was dealt with. That is the point of a separate process.
Will I get a response?
Yes. Grievances are answered by email to the address on the form, including when the outcome is that no change is being made. An unanswered grievance is a failure of the process, not an outcome of it.
What if I am not satisfied with the answer?
Say so and explain why, replying to the same thread. If the disagreement is about a payment, your card issuer or PayPal has its own dispute process that is entirely independent of ours and remains open to you.
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