A complaint needs a record and an owner

Raise a concern as soon as it is safe to do so. Include the service address, date, agreed scope, and a clear description of what happened.

Review

The responsible operator should acknowledge the complaint, preserve relevant messages and photos, speak with the people involved, and explain the next step. Urgent property or safety issues take priority.

Resolution

A response should state what was found, what can be corrected, who owns the action, and when the customer should expect an update. This policy does not remove any rights available under applicable law.