COMPLAINTS
A clear route for booking, repair, and payment concerns.
GtoSky should give customers a straightforward way to raise an issue and receive a documented response. The operating business must add the verified contact details and target response times before public launch.
Document version 2026-08-13
1. How to raise a complaint
The public service must publish an email address, telephone number, and postal contact for complaints. Customers should include their name, booking reference, service address, a concise description of the issue, and any relevant payment or repair evidence.
2. What happens next
GtoSky should acknowledge the complaint, investigate the booking or payment record, keep the customer updated, and provide a written outcome. The final owner policy must state target acknowledgement and response times without promising a timetable it cannot meet.
3. Payment and refund concerns
For a payment query, include the secure payment request or booking reference and receipt. GtoSky must review the request and, where a refund is due, explain the method and handling timeframe. The customer should not share card numbers or security codes with GtoSky.
4. Privacy concerns
Customers should be able to use the dedicated data-rights contact once it is published. They may also complain to the Information Commissioner’s Office. See the privacy policy.
5. Alternative dispute resolution
GtoSky must not name an alternative dispute resolution provider unless it is genuinely required or committed to use that provider. If an applicable arrangement exists, the live business information and complaint outcome will state it accurately.