Making a complaint
The Cyber Helpline aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.
In order to ensure our services, remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with us.
Providing Feedback
If you are not happy with The Cyber Helpline please tell us. There are a range of ways you can provide feedback:
If you are unhappy with an individual in The Cyber Helpline sometimes it is best to mention to them directly, as our team will be happy to try and resolve with you directly.
If you have used the chatbot and/or the guides on our website then you can provide feedback directly in the chatbot. This feedback is reviewed on a regular basis.
If you have had a case with our volunteer team then you can provide feedback using this form. This is reviewed on a regular basis and you can request that we contact you to discuss your feedback.
If you have not used our service, but would like to provide feedback on another issue then please use the Contact Us form on our website. A member of our team will review and respond.
Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.
Making a formal complaint
If you feel you are not satisfied with our response and wish to make a written complaint to raise the matter more formally, please complete the form below.
All written complaints will be logged and reviewed by a member of the Board of Directors. You will receive a written acknowledgement within ten working days. Our aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.