Legal
Complaints process
If something about your experience with Wayco, a claim decision, or this website did not meet your expectations, this page explains how to raise it.
Last reviewed: [EFFECTIVE DATE]
1. What can be raised as a complaint
You can raise a complaint about a claim outcome, a delay in service, a communication issue, or the website experience itself. This page does not cover disputes about the underlying facts of a delivery issue, which are addressed through the review process described in the claims terms.
2. How to raise a complaint
Complaints can be submitted to [COMPLAINT CONTACT] or through the contact page. Please include your reference number, a description of the issue, and what outcome you are seeking.
3. What happens next
Complaints are logged and reviewed. We aim to acknowledge complaints promptly, though specific response times are not guaranteed on this page.
4. Escalation
If you are not satisfied with the response to your complaint, you may ask for it to be escalated within the programme administrator responsible for the relevant order or the provider responsible for the relevant programme, depending on the nature of the complaint.
5. External bodies
Depending on your jurisdiction, you may also have the right to refer an unresolved complaint to an applicable regulator or ombudsperson. Specific bodies are not listed here and should be confirmed based on [APPLICABLE JURISDICTIONS].