Correct channel
Account complaints should use the secure Client Area so the service and history can be verified.
Corporate information
Resolving concerns fairly
Customers should first raise service or billing concerns through the secure client area so the account and relevant history can be reviewed. Prospective customers may use the public contact form.
Evidence considered
Dates, ticket references and the resolution sought help the review reach a useful outcome.
Escalation available
A complaint can be escalated internally when the initial response does not address the concern.
01 / Corporate information
How to raise a complaint
Existing customers should open a ticket through the Client Area and state clearly that the message is a formal complaint. Prospective customers may use the public contact form. Include enough detail to identify the service, event and outcome requested without sending passwords or sensitive credentials.
- Account or quotation reference where available
- Relevant dates, prior ticket numbers and a concise description
- The practical impact of the issue
- The action or explanation you believe would resolve it
02 / Corporate information
Review and escalation
The complaint is assigned to the appropriate business or technical owner. Complex infrastructure, supplier or security issues may require evidence gathering before a substantive response. If the response does not address the complaint, request an internal escalation and explain which points remain unresolved.
- Technical records and previous correspondence may be reviewed
- Privacy complaints are routed through the appropriate data-protection process
- Urgent service restoration continues through normal incident support channels
- Nothing in this procedure limits external rights or remedies available under law
Who this information supports
Where this policy applies
The applicable order and service documents remain important where the enquiry or account relates to a purchased service.
Service-quality complaints
Billing or cancellation concerns
Quotation and sales handling concerns
Privacy or accessibility complaints
Clear answers
Frequently asked questions
These answers explain the public policy at a practical level. Account-specific matters should use the secure Client Area.
Should I use the complaints process for an active outage?
Use the normal support or incident channel first so restoration work is not delayed. A formal complaint can be raised separately if you are dissatisfied with the handling or outcome.
Can someone complain on behalf of a customer?
BLCS Global may need evidence that the person is authorised to act for the account before discussing protected information.
What information should not be included?
Do not send passwords, private keys, full payment-card data or unrelated sensitive personal information.
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