Complaints

No Metric takes complaints seriously. We aim to resolve issues fairly and quickly.

How to make a complaint

You can contact us in the following ways:

Please include the following information so we can help you as quickly as possible:

• Your name
• Your account number (if you have one)
• A description of the issue
• Any relevant dates and times
• Supporting evidence — paperwork, invoices, screenshots, photographs, or any other documentation related to your complaint
• What outcome you’d like

What happens next

1. AcknowledgementWe’ll acknowledge your complaint within 2 working days.
2. InvestigationWe’ll look into the issue and may contact you for more information.
3. ResolutionStandard complaints are resolved within 5 working days. More complex issues may take up to 6–8 weeks.
4. Final responseWe’ll send a written response outlining our findings and any action taken.

If you’re not satisfied

If you’re unhappy with the outcome, or if 8 weeks have passed without resolution, you can escalate your complaint.