Effective Date: March 2026
📋 In Plain English
If something goes wrong or you're unhappy with our service, tell us. We'll acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If you're still not satisfied, you can escalate to the ICO, Trading Standards, or use alternative dispute resolution. We take every complaint seriously and use them to improve.
1. Our Commitment
1.1 MC Conversions Ltd is committed to providing a professional, reliable service. We value Your feedback and take all complaints seriously. This Complaints Procedure sets out how You can raise concerns and how We will handle them.
1.2 This procedure applies to all users of the AI Prompt Architect platform and covers complaints about the Service, data handling, billing, accessibility, and any other aspect of Your experience.
2. How to Complain
2.1 Contact Us. Please direct all complaints to our support team using the contact details at the bottom of this page. Include:
- Your registered email address
- A clear description of the issue
- Any relevant transaction or reference numbers
- The outcome You are seeking
2.2 Subject Line. Please use the subject line "Complaint" to ensure Your message is prioritised and routed to the appropriate team.
3. Response Timeline
3.1 Acknowledgement. We aim to acknowledge all complaints within two (2) business days of receipt.
3.2 Investigation. We will investigate Your complaint thoroughly, which may involve reviewing system logs, transaction records, and contacting relevant internal teams.
3.3 Resolution. We aim to provide a full, substantive response within ten (10) business days of receipt. If the matter requires additional time, We will notify You of the expected resolution date.
3.4 Complex Cases. For complaints involving data protection, security incidents, or legal matters, resolution may take up to thirty (30) days. We will keep You informed of progress throughout.
4. What We May Offer
4.1 Depending on the nature of the complaint, We may offer:
- A detailed explanation of what happened and why
- An apology where appropriate
- Corrective action (e.g., fixing a technical issue, updating records)
- Credit restoration where Credits were incorrectly deducted
- A refund in accordance with Our Refund Policy
- Changes to Our processes to prevent recurrence
5. Escalation
5.1 If You are not satisfied with Our initial response, You may request escalation to a senior member of Our team by replying to the response and stating "I wish to escalate this complaint."
5.2 Escalated complaints will be reviewed by a senior representative within five (5) business days.
6. External Escalation
6.1 If You remain unsatisfied after Our internal process, You have the right to escalate to the following external bodies:
| Category | Authority | Contact |
|---|---|---|
| Data Protection | Information Commissioner's Office (ICO) | ico.org.uk/make-a-complaint |
| Consumer Rights | Citizens Advice / Trading Standards | citizensadvice.org.uk |
| Accessibility | Equality Advisory and Support Service (EASS) | equalityadvisoryservice.com |
| EU Consumers | Your national consumer protection authority | Varies by country |
7. Alternative Dispute Resolution (ADR)
7.1 In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, We will participate in ADR processes where required.
7.2 EU consumers may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
8. Record Keeping
8.1 We maintain records of all complaints, including the nature of the complaint, Our investigation findings, and the resolution provided.
8.2 Complaint records are retained for three (3) years for compliance monitoring, quality improvement, and regulatory purposes.
8.3 All complaint data is processed in accordance with Our Privacy Policy and applicable data protection legislation.
9. Continuous Improvement
9.1 Complaints are reviewed periodically to identify trends and areas for improvement. We use feedback to enhance Our Service, processes, and policies.
10. Contact
MC Conversions Ltd | Company No. 14019497 | Registered in England and Wales
Pantycrai, Adfa, Newtown, Powys, SY16 3BX, United Kingdom
📝 Change Log
v3.1 — Mar 2026 Expanded with ADR, external escalation table, record keeping, continuous improvement.
v3.0 — Mar 2026 Enterprise rewrite. Regulatory escalation, complaint investigation process.
v1.0 — Dec 2025 Initial release.