GeiG Customer Service & Complaints Policy – v1.1

1.0 Purpose
1.1 We set clear rules for support and complaints handling for GeiG customers.
1.2 We align with the Consumer Rights Act 2015 (CRA 2015) and our Consumer Terms of Sale, Returns & Warranty (public), Privacy Policy, Accessibility Statement, AI & Data Ethics Policy (v1.3), Website Terms of Use, and Export & Trade Compliance (v1.0).
1.3 Governing law and jurisdiction: England & Wales.

2.0 Scope
2.1 Applies to consumers and business customers who buy GeiG-branded products or services directly from geig.co.uk.
2.2 Marketplace/reseller purchases follow the seller’s policy; we assist on product quality and warranty per Returns & Warranty (public).
2.3 Covers enquiries, support requests, and complaints about products, deliveries, billing, digital content, and our services.

3.0 Contact Channels
3.1 Email: support@geig.co.uk (operated by Computerko Limited).
3.2 Web chat: 24/7 via geig.co.uk.
3.3 Postal: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.
3.4 Web form: available via the Site.
3.5 No phone support is provided.

4.0 What Counts as a Complaint
4.1 A complaint is any expression of dissatisfaction about our products, delivery, billing, digital content, or staff conduct where a response or resolution is expected.
4.2 We record complaints with timestamp, channel, case reference, summary, and requested outcome.

5.0 Acceptance & Logging
5.1 We log all complaints in our case system and assign a unique reference.
5.2 We acknowledge within 2 working days and provide the case reference.
5.3 We track status, ownership, and due dates; we send updates at material steps.

6.0 Our Resolution Process
6.1 Triage: safety, security, or vulnerable-customer cases are prioritised.
6.2 Investigation: we review order, warranty, technical data, and communications.
6.3 Outcome: we explain findings and set out next steps or remedies.
6.4 Timelines: we aim to resolve standard cases within 14 working days and complex cases within 30 working days.
6.5 If more time is needed, we give reasons and a new target date.

7.0 Remedies (Consumers – CRA 2015)
7.1 If goods are faulty, consumers have CRA rights, including:
7.1.1 Short-term right to reject within 30 days of delivery for a full refund.
7.1.2 Repair or replacement within a reasonable time and without significant inconvenience.
7.1.3 Final right to price reduction or rejection if repair/replacement fails or is impossible.
7.2 Digital content/software follow CRA digital content rules and our Software EULA.
7.3 These rights sit alongside fixed GeiG terms: 30-day cancellation (except customised orders) and refunds within 3 working days of receipt or eligible proof of return (see Consumer Terms of Sale; Returns & Warranty (public)).

8.0 Remedies (Business Customers)
8.1 Business purchases follow the contract agreed at checkout or in writing.
8.2 We provide reasonable support and warranty handling; CRA consumer remedies do not apply to business customers.
8.3 We may offer goodwill adjustments at our discretion.

9.0 Escalation
9.1 Tier 1: Support Agent (case owner).
9.2 Tier 2: Customer Excellence Manager.
9.3 Tier 3: Director-level review (named Director notified at escalation).
9.4 We confirm escalation in writing with new target timelines.

10.0 Alternative Dispute Resolution (ADR)
10.1 We recognise UK Online Consumer Ombudsman as an ADR route for eligible consumer disputes after our internal process.
10.2 We will signpost ADR eligibility and provide case records on request.
10.3 ADR does not affect your right to bring court proceedings.

11.0 Evidence & Cooperation
11.1 We may request order numbers, photos/videos of faults, serial numbers, and safe-access steps.
11.2 Where a return is needed, we provide instructions and labels; see Returns & Warranty (public).
11.3 For battery or hazardous concerns, follow the Battery & Hazardous Materials Safety Policy.

12.0 Accessibility & Vulnerable Customers
12.1 We align with our Accessibility Statement (WCAG 2.2 AA target) and aim to acknowledge accessibility-related issues within 7 days.
12.2 We offer reasonable adjustments (alternative formats, extended timelines where appropriate).
12.3 We prioritise safety and essential-access cases.

13.0 Harassment & Unreasonable Conduct
13.1 We protect staff from abuse and harassment.
13.2 We may limit or terminate interactions that are threatening, discriminatory, harassing, or persistently vexatious after warning, while preserving access to remedies by alternative channels.
13.3 We record any restrictions and review them periodically.

14.0 Data Protection
14.1 We process complaint data per our Privacy Policy.
14.2 We retain complaint records for 6 years from closure unless legal holds apply.
14.3 We provide copies of personal data upon request, subject to verification.

15.0 Monitoring & Quality
15.1 We track response times, resolution rates, root causes, and customer satisfaction.
15.2 We review trends quarterly and feed improvements into product, logistics, and supplier management.
15.3 Security or safety issues are routed to our Security & Vulnerability Disclosure Policy (v1.1) and incident processes.

16.0 Fraud, Abuse & Sanctions
16.1 We investigate suspected fraud (e.g., chargebacks, false claims) and may pause resolution while verifying facts.
16.2 We may restrict services for proven abuse, subject to notice and appeal.

17.0 Cross-References
17.1 Consumer Terms of Sale (cancellations, refunds, delivery).
17.2 Returns & Warranty (public) (DOA window, postage rules, warranty length).
17.3 Privacy Policy (data handling).
17.4 Accessibility Statement (response target, quarterly review).
17.5 AI & Data Ethics Policy (v1.3) (AI-assisted support and human review).
17.6 Website Terms of Use (site conduct).
17.7 Battery & Hazardous Materials Safety Policy (DDR handling).

18.0 Governing Law & Jurisdiction
18.1 England & Wales law applies.
18.2 Courts of England & Wales have non-exclusive jurisdiction; consumers retain local-court rights where applicable.

19.0 Contact
19.1 Email: support@geig.co.uk.
19.2 Web chat: 24/7 via geig.co.uk.
19.3 Postal: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.
19.4 Company No: 11125670.

20.0 Version Control
20.1 Version: 1.1.
20.2 Effective date: 30 September 2025.
20.3 Policy owner: Ian Mugray.
20.4 Change log: initial publication with SLAs (ack 2 working days; resolution 14/30 working days), ADR signpost (UK Online Consumer Ombudsman), 6-year retention.