Customer care

Complaints procedure

We want to put things right quickly. Here is what to do, and what we will do.

  1. Tell usEmail complaints@invoiceuniverse.com [or mail@invoiceuniverse.com] with your account email, what went wrong and what you would like us to do. You can also use Report a problem in the app.
  2. We acknowledge it within 2 working daysYou get a reference number and the name of the person handling it.
  3. We reply in full within 14 daysIf we need longer, for example to investigate with a provider, we tell you why and when you'll hear from us. We never take more than 8 weeks in total.
  4. Not satisfied? Ask for a reviewReply within 30 days and a director who wasn't involved will review your complaint and reply within 14 days. This is our final response.

If you're still not happy

  • About your personal data: you can complain to the Information Commissioner's Office at ico.org.uk or 0303 123 1113.
  • If you are a consumer: you can get free advice from Citizens Advice (0808 223 1133), and you may take your claim to court. [We are / are not signed up to an alternative dispute resolution scheme: name it here if so.]
  • If you are a business: disputes are dealt with under the governing law section of our terms.

What we do with complaints

We keep a record of every complaint and its outcome for 2 years, review them every quarter and use them to improve the service. Raising a complaint will never affect your account or support.