Purpose
This Complaints Procedure outlines the process for raising concerns or complaints regarding content, listings, businesses, or services featured on welsh.biz, a directory operated by Ffon Solutions Limited.
This procedure applies to all users of the welsh.biz website who wish to lodge a formal complaint about:
Scope
- A business or service listed on the platform
- A review or user-generated content
- A decision made by the site administrators
- Any aspect of the website’s operation
Please note: We only accept complaints related to the content of a listing. We do not accept complaints regarding the quality of service provided by a business or about genuine negative reviews. Complaints may be submitted regarding factual inaccuracies or inappropriate content within a business listing or service description.
How to Make a Complaint
Complaints must be submitted using the report listing button, located under the map, on the right hand side of every listing.
What Happens Next
- Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
- Review: Your complaint will be investigated by a member of our administrative team. We may contact you for additional information if necessary.
- Resolution: We aim to respond with a decision or proposed resolution within 14 working days of receiving all relevant information.
Possible Outcomes
Depending on the findings, outcomes may include:
- Removal or editing of content or listings
- Request for clarification or correction by the content provider
- Rejection of the complaint with an explanation
Appeals
If you are dissatisfied with the outcome of your complaint, you may request a secondary review by a senior member of staff. Appeals must be submitted within 7 working days of receiving our initial response.
Abusive or Malicious Complaints
We reserve the right to disregard complaints that are abusive, malicious, or without substantive basis. Repeated misuse of the complaints process may result in access restrictions.
Data Protection
All complaints will be handled in accordance with our Privacy Policy and applicable data protection laws.
Contact
Ffon Solutions Limited
Email: [email protected]