The principle
A complaint is information. We would rather have it than not, and we would rather resolve it than win it.
There is no ticket queue and no scripted first line. Every complaint is read by a person with authority to fix the thing being complained about.
1. Which route
Some things have a faster, better-designed route than a general complaint. Use it.
| If it is about | Go to | Where |
|---|---|---|
| A factual error in a story or ledger row | Corrections — faster, and designed for it | wire-feedback@axiom.vc · Editorial Standards and Corrections |
| A charge, refund or cancellation | Billing | hello@axiom.vc · Billing, Cancellation and Refunds |
| Your personal data | Privacy | hello@axiom.vc · Privacy Policy |
| Copyright, or your material appearing in the Wire | Takedown | hello@axiom.vc · Copyright and Takedown |
| A security vulnerability | Security disclosure | hello@axiom.vc · Security Statement |
| An accessibility barrier | Accessibility | hello@axiom.vc · Accessibility Statement |
| Anything else | This procedure | hello@axiom.vc, subject line "Complaint" |
2. Stage one — tell us
hello@axiom.vc, subject line "Complaint". Or by post to Colibri Holdings Ltd, 71 Queen Victoria Street, London EC4V 4BE, United Kingdom.
Tell us what happened, what you would like done, and how to reach you. A link or a screenshot helps and is not required.
| We acknowledge | Within 2 working days |
| We respond substantively | Within 10 working days |
| If it will take longer | We tell you why and when, before the 10 days are up |
Our response says what we found, what we are doing, and — if we are not doing what you asked — why not. We will not go quiet on you.
3. Stage two — ask for a review
If our answer does not resolve it, reply and say so, and ask for a review. The complaint goes to a director, who was not the person who answered at stage one where that is possible in a company of our size, and who will look at it afresh.
| We acknowledge | Within 2 working days |
| Final response | Within 20 working days |
The final response is our final position and says so.
4. If you are still not satisfied
Consumers. Your legal rights are unaffected and you may take the matter to court in England and Wales or where you live. We are not currently a member of an alternative dispute resolution scheme. [CONFIRM: whether to join one.]
Data protection. Complain to the Information Commissioner's Office — ico.org.uk, 0303 123 1113, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. If you are in the EEA, your national supervisory authority. You do not have to come to us first, but we would like the chance.
Journalism. We are not currently a member of an approved press regulator, so there is no external editorial complaints body to escalate to. [CONFIRM: whether to join an approved regulator.]
Business customers. Section 22 of the Terms applies.
5. What we do with complaints
We record every one, and what it was about. Where the same complaint arrives twice, it is treated as a defect in the product rather than as two complaints, and it goes on the list to be fixed. Records are kept for [24] months.
End of Complaints Procedure.