Complaints & Dispute Resolution

Last Updated: April 2026

1. Our Commitment

Terra Connect Ltd takes all complaints seriously and aims to resolve them quickly and fairly. We are committed to treating every complaint as an opportunity to improve our services. This policy applies to complaints from both consumers and business clients about any aspect of our services, website, or conduct.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction with our services, communication, staff, or policies, whether received verbally or in writing. This includes:

Dissatisfaction with the quality of work delivered
Missed deadlines or poor communication
Billing or payment disputes
Data protection or privacy concerns
Accessibility issues with our website or services
Any other concern about how we have treated you

3. How to Raise a Complaint

You can submit a complaint via any of the following channels:

Email: hello@terraconnect.co.uk — subject line: “Formal Complaint – [Brief Description]”
Post: Terra Connect Ltd, 57 Tonbridge Drive, Basildon, SS15 6ND, United Kingdom
Online: Via our contact form

To help us resolve your complaint quickly, please include:

Your name and contact details
A clear description of your complaint
Any relevant dates, reference numbers, or attachments
What outcome you are seeking

4. Our Complaints Process

Acknowledgement — We will acknowledge your complaint within 2 business days of receipt. We will confirm who is handling it and provide a reference number.

Investigation — We will investigate your complaint thoroughly and impartially. We may contact you to request further information during this stage.

Resolution — We aim to provide a full written response within 10 business days of receiving your complaint. If the complaint is complex and requires more time, we will update you within 10 business days and give you a revised timeframe (maximum 8 weeks).

Outcome — Our response will explain our findings, what we propose to do, and how to escalate if you remain dissatisfied.

5. Data Protection Complaints

If your complaint relates to how we handle your personal data, please contact our data protection contact directly:

Email: privacy@terraconnect.co.uk

If you are not satisfied with our response, you have the right to escalate to the Information Commissioner’s Office (ICO):

Website: ico.org.uk/make-a-complaint
Helpline: 0303 123 1113

6. Dispute Resolution

If you are not satisfied with the outcome of our internal complaints process, you may seek resolution through the following routes:

a) Mediation

We are willing to engage in independent mediation as an alternative to litigation. We recommend the Centre for Effective Dispute Resolution (CEDR) at cedr.com as a suitable independent mediator.

b) Small Claims Court

For consumer disputes under £10,000, you may submit a claim to the UK Small Claims Court (part of the County Court). This is an accessible, low-cost process. See gov.uk/make-court-claim-for-money for details.

c) Online Dispute Resolution (EU Clients)

If you are based in the EU, you may use the European Commission’s Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

d) Legal Action

Nothing in this policy prevents you or us from pursuing legal remedies through the courts of England and Wales, as specified in our Terms of Service.

7. Accessibility of This Process

We are committed to making our complaints process accessible to everyone. If you need this information in an alternative format, or need support to raise a complaint due to a disability, please contact us and we will do our best to assist.

8. Contact

Email: hello@terraconnect.co.uk
Company: Terra Connect Ltd (Company No. 12492304)
Address: 57 Tonbridge Drive, Basildon, SS15 6ND, United Kingdom