1. Introduction

We are committed to maintaining high standards of service for all our users and supporters of our online services. We view any complaint as valuable feedback that helps us improve our offerings, processes, and member-experience.

2. Scope

This policy applies to complaints relating to any aspect of the online services, offered at www.gompaservices.com including:

• access to, or use of, our member-supporter account, visitor account, library, webcast, or event-registration features;
• offerings and dedications made through our platform;
• website functionality, user interface, and account management;
• communications, payments, refunds, or other transactional issues;
• any other service we provide online.

3. Defining a Complaint

A complaint is an expression of dissatisfaction by a user, member-supporter, sponsor or donor about the standard of service, an action or lack of action, whether the complaint is justified or not.

Examples include: problems accessing a digital file or webcast, issues with account registration, mis-information or mis-communication about a product or event, non-receipt of promised service, or conduct of staff/volunteers.

4. How to Make a Complaint

You may make a complaint by:

• Email to: liaison[at]gompaservices.com *Please substitute [at] with @
• Writing to: Suite 214, 3 Edgar Buildings, George Street, Bath, BA1 2FJ, England
• Calling: +91 6396115994

When making a complaint, please include:

• Your name, email, and account number
• The nature of the complaint: which service, date, order/reference number if any
• What you believe went wrong, and the remedy you are seeking (e.g., refund, replacement, correction)
• Any supporting evidence (screenshots, transaction receipts, email correspondence) where available

5. Time Limits

We ask that you raise any complaint as soon as possible and, except in exceptional circumstances, no later than six months from the date when the matter occurred or when you became aware of it.

6. Our Complaints Handling Procedure

Stage 1 – Front-line / Informal Resolution

• On receipt of your complaint, we will record it in our system.
• We will acknowledge receipt in writing (via email) within 5 working days.
• We will aim to resolve the matter within 15 working days, where feasible, by offering a remedy, explanation or next steps.

Stage 2 – Formal Investigation

• If you are dissatisfied with the outcome of Stage 1, or the matter is more complex or serious, we escalate to a formal investigation.
• We will acknowledge the escalation within 3 working days of receipt of your request to escalate.
• A senior manager or nominated investigator will review all relevant information, speak to those involved, and respond with a full written outcome within 20 working days, unless we inform you of a longer timescale with reasons.
• The written outcome will include: our findings, any remedy or action to be taken, and your right to request a review or further escalation.

7. Further Referral

If you are dissatisfied by our response, and if you made a payment using a credit or debit card, you may be entitled to raise a complaint directly with your bank or card provider under their dispute-resolution or chargeback procedure.

You may use this method if: you believe a transaction was unauthorised; you did not receive the service paid for; the service was not as described; there was an error in processing the payment; you were charged more than once; or you are otherwise unable to resolve your complaint directly with us.

Your card provider will assess your request in accordance with their rules and time limits. We will cooperate fully with your bank or card provider’s investigation and provide any information they reasonably require.

8. Confidentiality & Data Protection

All complaints will be handled in accordance with UK data-protection laws (including the UK GDPR) and our Privacy and Cookies Notice. Your personal data will only be shared internally on a need-to-know basis. All complaint records will be stored securely. We will retain records for a minimum of 3 years and then securely dispose of them.

9. Learning from Complaints

We maintain a complaints register and monitor patterns of complaints. Annually, we report to our senior management on complaint trends and use the findings to improve our digital services features, service delivery, user-interface, payment processing, website features, or staff training.

10. Review of this Policy

This policy will be reviewed at least every two years, or sooner if required by changes in legislation, regulation, or operational practice.