How to complain
Email hello@elmfort.com with the subject line "Complaint" and include the issue, the impact, and any helpful context.
Complaints & Code of Practice
If something is wrong, we want to hear it.
We aim to be clear, respectful, and accountable. If we fall short, we want the chance to put it right.
What happens next
- We will acknowledge the complaint
- We will review the facts and respond clearly
- Where we are at fault, we will explain what we are doing to fix it
Our code of practice
- Communicate clearly and in plain English
- Treat clients and users respectfully
- Protect confidentiality and security
- Be open about limits, risks, and responsibilities
- Act promptly and professionally
Escalation
If you feel an issue has not been handled properly, say so in your reply and ask for escalation. We will review it again at a senior level.