Complaints

1. Tell us first

If something has gone wrong, we want to know. Email [email protected] with your account email, your Minuted number and what happened, or write to us at Made Purple Ltd, Keystone Innovation Centre, Croxton Road, Thetford, Norfolk IP24 1JD. A person reads every complaint.

You do not need to use the word complaint or follow any special form. If you tell us you are unhappy, however you tell us, we treat it as a complaint and handle it under this procedure.

If you need this procedure, or anything we send you, in another format such as large print, tell us and we will provide it free of charge.

2. What we will do

We will acknowledge your complaint within two working days and give you a named person dealing with it.

We aim to resolve most complaints within five working days. If it needs longer, for example because we are waiting on our carrier, we will tell you why and keep you updated at least weekly until it is resolved.

When we resolve a complaint we will explain what happened, what we have done about it and anything we are changing so it does not happen again. If we got it wrong we will say so plainly.

3. If you are not happy with our answer

Ask for your complaint to be reviewed by a director. Email [email protected] with the word escalate and your complaint reference, and a director of Made Purple Ltd will look at it afresh and reply within ten working days.

4. Taking it to the ombudsman

Our independent alternative dispute resolution scheme is the Communications Ombudsman. Our membership is being finalised and will be in place before Minuted takes its first paying customer; this page carries the current position. If eight weeks have passed since you first complained and we have not resolved it, or we write to you saying we have reached deadlock, you can refer your complaint to the scheme, and we will write to you at the eight-week point to remind you of that right.

The scheme is free for you to use, it is independent of us and its decisions are binding on us but not on you. You can contact the Communications Ombudsman through its website at commsombudsman.org, and we will include its full contact details in any deadlock letter we send you.

The ombudsman deals with complaints about the service. If your complaint is about how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk, quoting our registration number ZA768117.

5. Complaints from callers

If you are not a Minuted customer but you have called a business that uses Minuted and want to complain about a recording, start with the caller privacy notice on this website, which explains your rights and who to contact. You are always welcome to email us at [email protected] too.