Customer support and complaints

A record that protects you

Keep: account email, dates and times (with timezone), amounts and currency, ticket/reference numbers, names of agents, and full copies — not summaries — of replies. A complaint decided on records beats one decided on memory.

Escalation order

1. Operator support (chat/email) — get a ticket number.
2. Operator formal complaints process — usually in its terms.
3. Its regulator or approved dispute resolution body — named in its licensing information.

Which regulator applies to a specific operator is a licensing fact that must be checked per operator; it is unconfirmed here until that operator's profile is source-reviewed.