Computerko Limited is committed to dealing with complaints fairly, consistently, and in a structured manner.
This Complaints Policy explains how Computerko Limited receives, records, investigates, responds to, and escalates complaints relating to its goods, services, communications, support handling, billing, warranty coordination, website, or service delivery.

This website and the goods and services made available through it are intended for business use only.

1. Who we are

Computerko Limited is a company registered in England and Wales.
2. Purpose of this policy
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United KingdomContact email: support@computerko.co.uk

The purpose of this policy is to provide a clear and structured route for complaints to be raised and reviewed.

This policy is intended to:

• help customers and business users understand how to raise a complaint;
• ensure complaints are handled in a fair and consistent way;
• distinguish complaints from routine service requests and other processes;
• support proper investigation and response;
• provide a route for escalation where appropriate; and
• support learning and improvement where complaint handling identifies areas for review.

This policy is a complaint-handling framework. It does not replace any contract, Terms of Sale, Support Policy, SLA, warranty process, privacy rights process, or legal dispute mechanism.

3. Scope

This policy applies to complaints relating to:

• customer service and communications;
• support handling and service experience;
• delays in service handling or communication;
• order or fulfilment handling;
• billing and invoicing issues raised as complaints;
• hosting, cloud, managed service, device, or technology service dissatisfaction;
• warranty coordination or returns-related dissatisfaction;
• website-related concerns;
• service administration concerns;
• staff conduct in a business context; and

Computerko Limited’s coordination or handling of matters involving third-party providers.
This policy applies to:
customers;
authorised customer contacts;
prospective business customers where relevant;
supplier or partner contacts where a complaint concerns Computerko Limited’s conduct or service handling; and

• business users of the website or related service channels.

4. What counts as a complaint

For the purposes of this policy, a complaint is an expression of dissatisfaction about Computerko Limited’s goods, services, communication, conduct, handling, delay, administration, billing, coordination, or service outcome where the person raising the issue wants the matter reviewed, investigated, or escalated beyond routine handling.
A complaint may relate to:
how a matter was handled;
delay or failure in communication;
dissatisfaction with service delivery;
dissatisfaction with support handling;
dissatisfaction with billing or administration;

• dissatisfaction with how a warranty, return, fulfilment, or third-party issue was coordinated; or
• dissatisfaction with conduct or response.

5. What is not a complaint

Not every issue is a complaint.

The following may be handled under other processes:

• routine support requests;
• standard incidents or faults requiring operational support;
• standard warranty claims under the relevant warranty route;
• returns, DOA, or fault procedures;
• privacy rights requests such as access, correction, or deletion requests;
• urgent security incidents;
• legal claims;
• requests for quotations, service information, or general assistance.

Where an issue is raised as a complaint but is more appropriately handled under another process, Computerko Limited may redirect it accordingly.
6. How to make a complaint
Complaints should be submitted to Computerko Limited using an appropriate business contact route, including:
A complaint should, where possible, include:
the name of the person raising the complaint;
the organisation name;
Email: support@computerko.co.uk

• relevant account, order, invoice, or service reference;
• a clear description of the complaint;
• the date or timeframe of the issue;
• the names of any relevant contacts, if known; and
• the outcome sought, if the complainant wishes to state this.

Providing clear and accurate information will help Computerko Limited investigate the complaint efficiently.
7. Complaint handling process
Computerko Limited will generally handle complaints through the following stages:
complaint received;
complaint acknowledged;

• complaint reviewed and, where appropriate, investigated;
• response issued;
• escalation considered or applied where appropriate; and
• complaint closed, with internal review or learning where relevant.

The precise handling route may vary depending on the nature, seriousness, complexity, and scope of the complaint.

8. Acknowledgement and investigation

Computerko Limited will use reasonable efforts to acknowledge complaints within a reasonable period and to investigate them in a fair and proportionate manner.
Investigation may include:
review of internal records;

• review of support, service, billing, fulfilment, or communication records;
• consultation with relevant internal personnel;
• consultation with third-party providers where necessary;
• review of contractual or service terms; and
• consideration of the context and chronology of the matter complained of.

Some complaints may be resolved quickly, while others may require more detailed review or third-party input.

9. Response and outcome

Following review, Computerko Limited may provide one or more of the following:
an explanation;

• clarification of the relevant service, process, or decision;
• an apology where appropriate;
• corrective action where appropriate;
• referral to the correct process;
• confirmation that the complaint is upheld in whole or in part;
• confirmation that the complaint is not upheld; or
• another reasonable outcome appropriate to the circumstances.

A complaint outcome does not automatically mean:

• a refund;
• a service credit;
• compensation;
• replacement of goods;
• reversal of a commercial decision; or
• acceptance of liability.

Any financial remedy, contractual remedy, or formal legal outcome will depend on the relevant agreement, facts, and applicable legal position.

10. Escalation

Where appropriate, a complaint may be escalated internally for further review.

Escalation may be appropriate where:

• the matter is complex;
• the complaint concerns a significant service issue;
• the complainant disputes the initial response;
• senior review is appropriate; or
• third-party involvement requires additional coordination.

Computerko Limited may also require time to obtain information from suppliers, infrastructure providers, warranty issuers, finance providers, or other relevant parties before a final response can be given.
11. Third-party involvement

Some complaints may involve underlying facts, services, actions, or records linked to third-party providers, including:

• distributors and fulfilment partners;
• manufacturers and warranty issuers;
• payment or direct debit providers;
• finance brokers;
• domain or DNS providers;
• hosting or infrastructure providers;
• communications providers; and
• other specialist service providers.

Where a complaint involves a matter affected by a third party, Computerko Limited may:

• investigate its own actions, communications, and coordination;
• seek relevant information from the third party where appropriate; and
• communicate the position to the complainant as reasonably possible.

However, Computerko Limited does not control the independent complaint, support, warranty, or operational processes of third-party providers.
12. Customer responsibilities
A person raising a complaint is expected to:
provide accurate and honest information;

• cooperate with reasonable requests for clarification;
• use the appropriate complaint route;
• distinguish, where possible, between a support issue and a formal complaint;
• allow a reasonable opportunity for review and response; and
• avoid misuse of the complaints process.

Computerko Limited may decline to treat a matter as a formal complaint where it is clearly abusive, frivolous, repetitive without new grounds, or not made in good faith.
13. Complaint records and improvement
Computerko Limited may record and retain complaint-related information for purposes including:
investigation;
response handling;
audit;
compliance;
service review;
staff guidance;
quality management; and
service improvement.

Where appropriate, complaints may also be used to identify:

• process weaknesses;
• service issues;
• communication gaps;
• training needs; or
• opportunities for operational improvement.

14. Complaints involving personal data

Where a complaint concerns privacy, personal data handling, or data protection concerns, Computerko Limited may consider the matter under this Complaints Policy and, where appropriate, also under its Privacy Policy and GDPR / Data Protection Policy.

Where a person wishes to exercise a formal data protection right, that request may be redirected to the relevant privacy or data rights process rather than being handled solely through the complaints route.

15. Complaints versus legal disputes

This Complaints Policy is intended to support fair operational review and resolution of dissatisfaction.

It does not:

• replace any contractual dispute process;

prevent Computerko Limited or a customer from relying on the applicable contract terms;
create any independent legal remedy; or
constitute an admission of liability by Computerko Limited.

Where a complaint develops into a formal legal or contractual dispute, the matter may need to be handled under the applicable contract, legal rights, or formal dispute processes instead.

16. Relationship with other documents

This Complaints Policy should be read together with other applicable Computerko Limited documents, including:

• Support Policy, which governs operational support handling;
• Service Level Agreement (SLA) Policy, which governs service commitments where applicable;
• Terms of Sale, which govern commercial supply, warranty, payment, liability, and contractual matters;
• Warranty & Manufacturer Responsibility Policy, which explains warranty routes and responsibility;
• Third-Party Services & Dependency Policy, which explains reliance on external providers;
• Privacy Policy and GDPR / Data Protection Policy, which govern personal data matters; and
• Acceptable Use Policy, where misuse-related issues are relevant.

If there is any conflict between this policy and a specific signed agreement or applicable contractual document, the relevant contractual document shall take precedence to the extent of that conflict.

17. Review and updates

Computerko Limited may update this policy from time to time to reflect:
changes in operational practice;
changes in service model;
changes in complaint handling experience;
legal or regulatory developments; and
lessons learned from complaints received.

Any updated version will be published with a revised date.

18. Contact

If you have any questions about this Complaints Policy, or if you wish to raise a complaint, please contact:

Computerko Limited
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: support@computerko.co.uk