Complaints Handling Procedure
xthAB Limited, England and Wales
1. Making a Complaint
If you are dissatisfied with any aspect of the Villip Service, we want to hear from you. You may submit a complaint by emailing complaints@villip.xyz.
2. Information to Include
- Your account identifier or registered email address
- A clear description of the issue
- When the issue occurred
- What resolution you are seeking
3. Our Process
- Acknowledgement: We will acknowledge your complaint within 2 business days
- Investigation: We will investigate the matter and aim to resolve it within 10 business days
- Resolution: We will contact you with the outcome and any remedial actions taken
- Escalation: If you are not satisfied with the resolution, you may request escalation to a senior manager
4. External Resolution
If we are unable to resolve your complaint to your satisfaction, you may refer the matter to the relevant external body. As a UK electronic communications provider, Villip is subject to Ofcom's General Conditions (GC C4). Eligible complaints may be referred to an Alternative Dispute Resolution (ADR) scheme after 8 weeks.
5. Recording and Learning
All complaints are logged, analysed for trends, and used to improve our services. Complaint data is retained for 3 years in compliance with Ofcom requirements.