Making a Complaint
If you are not satisfied with our team's response, you may raise a complaint which will be escalated to the director level.
Linix is committed to customer service. We will try to resolve any complaint or dispute to your satisfaction as quickly as possible. If we do not do so, please contact:
The Board of Directors,
Linix Ltd
88 Venturepoint West
Evans Road
Liverpool
L24 9PB
We will reply to all complaints within five working days of receipt.
We will give you a full explanation or, where appropriate, an update.
If our investigation of a complaint takes more than 14 working days, we will keep you updated of its progress. There will be no more than 10 working days between updates. You will also be given a named Linix contact who is responsible for your case. This person will give you updates on the progress of your complaint.
Complaining to the Ombudsman
If you and Linix cannot agree whether we should uphold a complaint, you can refer the dispute for adjudication by The Ombudsman Service.
You can contact The Ombudsman Service at the number and address below. Please note that The Ombudsman Service will typically only accept a complaint if either:
- we have sent you a letter stating that we are unable or unwilling to resolve your complaint to your satisfaction when we will remind you that the The Ombudsman Service arbitrate; or
- we have not sent you such a letter within eight weeks of when you first put your complaint to us.
The Ombudsman Service provides a free arbitration service for existing and prospective customers, independently investigating unresolved complaints in accordance with the terms and conditions shown at https://www.ombudsman-services.org
Reporting Abuse
Abuse can be reported to us 24/7 by emailing abuse@linix.net. We aim to respond within 24 hours.