How to Make a Complaint
We're sorry to hear you've had a less-than-perfect experience with us. We take all feedback seriously and want to help resolve any issues you're facing. Here's how our complaints process works.
How to Submit Your Complaint
You can reach us in any of the following ways:
Email: complaints@SQR.id
Phone: +44 1624 815005
Post: SQR, Queen Victoria House, 41-43 Victoria Street, Douglas, IM1 2LF, Isle of Man
Please note: If you initially contact us by phone and wish to escalate your complaint, we'll need you to put it in writing so we can properly document and investigate your concerns.
What to Include in Your Complaint
To help us investigate your complaint as quickly as possible, please include:
A brief description of what happened and why you're unhappy
Any relevant dates, reference numbers, or account details
Your contact details so we can get back to you
Please note: We're unable to investigate anonymous complaints as we need to be able to communicate with you throughout the process.
What Happens Next?
We'll acknowledge your complaint within 2 working days of receiving it. You'll get a written confirmation that we've received your complaint and what to expect next.
If your complaint relates to how we've handled your personal data, we'll pass it to our Data Protection Officer, who will review it carefully.
Our Investigation
Once we've received your written complaint, we'll investigate what happened. This includes reviewing all relevant records and documentation. If we need any additional information from you, we'll be in touch.
Resolution Timeline
We aim to resolve all complaints within 14 working days. If we need more time to properly investigate your complaint, we'll let you know and give you an update on when you can expect a response.
Still Not Satisfied?
If you're not happy with how we've handled your complaint, you can ask for it to be escalated to a senior manager or our CEO. We'll document the escalation and keep you informed of any actions taken.
If you've been through our complaints process and still aren't satisfied with the outcome, you have the right to escalate your complaint to:
Office for Digital Identities and Attributes (OfDIA): You can make your complaint in writing to:
Complaints Manager, Department for Science, Innovation and Technology, 22-26 Whitehall, London SW1A 2EG
Email: complaints@dsit.gov.uk
Isle of Man Information Commissioner (IC IOM) (for data protection matters): Isle of Man Information Commissioner, P.O. Box 69, Douglas, Isle of Man, IM99 1EQ Telephone: +44 1624 693260 Email: ask@inforights.im
How We Learn From Your Feedback
We regularly review all complaints to identify patterns and areas where we can improve. Your feedback helps us make our service better for everyone.
Have Thoughts on Our Complaints Process?
We're always looking to improve how we handle complaints. If you have suggestions about our complaints procedure itself, we'd love to hear from you through our Complaints Feedback Form.
Please note we keep records of all complaints for 6 years from the date of our last correspondence with you.