Formal Complaint Procedure

At IRIS, we understand that sometimes our customers may experience issues or have concerns regarding the service or product they receive from us. We take this feedback very seriously and we are committed to addressing and resolving all customer complaints promptly and fairly.

Definition

A formal complaint, as defined by IRIS, is an expression of dissatisfaction concerning IRIS, an employee, or any product or service that remains unresolved, in which the complainant has endured financial loss, significant distress, or significant inconvenience and now seeks an official reply from us.

Objective

Our complaint procedure aims to detail the steps and offer reassurance that all concerns are handled fairly, consistently, within a reasonable timeframe, and, where possible, resolved to the satisfaction of the complainant.

If you’re unhappy with a staff member, product, or service that caused financial loss, trouble, or inconvenience, email your complaint to complaints@iris.co.uk and please include the following:

• Your name and contact details
• Date of the incident
• Relevant support ticket or case IDs
• Names of involved staff members
• The specific products or services at issue
• A detailed account of the complaint and the main concerns

Our commitment to you

On receipt of your complaint, we will:

• Acknowledge your complaint within 24 hours
• Assign the complaint to a dedicated member of the customer experience team who will perform the initial review, investigate your concerns, and serve as a single point of contact
• Prioritise your complaint or escalate to a senior member of staff where a complaint raises a serious risk or relates to a time-sensitive issue
• Act reasonably, sensitively and give your complaint the time and attention it deserves
• Take remedial action where appropriate to improve our business practices or policies
• Keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution
• Aim to provide a resolution within 28 business days
• For complaints that take longer than 28 business days we will keep you updated on the resolution timeframes