Complaints

We want to hear when something’s gone wrong, so we can put it right.

1. How to complain

Email support@cohavo.io with Complaint in the subject, or tell us in any other way, for example in the app or in a support conversation. Tell us what happened, when, and what you’d like us to do. It’s free.

2. What happens next

1. We record your complaint the day we receive it.
2. We acknowledge it, in writing, within 30 days.
3. We look into it: we check our records and logs, and ask you for anything we need.
4. We keep you updated, and tell you the outcome, what we found and anything we’re doing about it, without undue delay.
5. We learn from it and change how we work where we should.

If your complaint is about something that could affect calls to the emergency services, tell us straight away and we’ll deal with it first.

3. If you’re still not happy

• About personal data: you can complain to the Information Commission, the UK’s data protection regulator, at ico.org.uk.
• About our service: if we can’t agree, our Terms of service (section 18) say how we try to settle it.

If someone you called, emailed or chatted with uses Cohavo, complaints about how they handled your call or your data should go to them first: they’re in charge of that data.