Complaints Policy

At Whiskd, we strive to provide the highest level of service to our users. We value your satisfaction and take complaints seriously. We understand that there may be instances where you may have concerns or encounter issues with our platform or the products and services offered. This Complaints Policy outlines our approach to handling and resolving complaints in a fair, efficient, and transparent manner.

Complaint Submission:
To ensure that your complaint is addressed promptly, please follow the steps below:
a. Contact the Baker: If your complaint relates to a specific order or product, we encourage you to first reach out to the baker directly. You can communicate with the baker through the messaging system on Whiskd. Clearly explain the issue you are facing and provide any relevant details, such as order numbers, dates, and specifics of the problem. Bakers are committed to addressing your concerns and resolving issues as quickly as possible.
b. Contact Whiskd Support: If you have attempted to resolve the complaint directly with the baker and the issue remains unresolved, you can contact our customer support team. Please provide a detailed description of the complaint, including any previous communication with the baker. Our support team will review your complaint and work towards finding a satisfactory resolution.

Complaint Resolution:
We aim to resolve complaints within a reasonable timeframe, considering the complexity of the issue. Our approach to complaint resolution involves the following steps:
a. Investigation: Upon receiving a complaint, we will conduct a thorough investigation to understand the issue and gather all relevant information. This may involve reaching out to the involved parties, reviewing order details, and examining any supporting evidence.
b. Communication: We will maintain open lines of communication with you throughout the resolution process. We may request additional information or clarification to fully understand the complaint. You will receive regular updates on the progress of your complaint, including any actions taken or proposed solutions.
c. Mediation: In some cases, we may act as a mediator between you and the baker to facilitate a resolution. Our aim is to find a fair outcome that satisfies all parties involved. We encourage constructive dialogue and will work towards finding a mutually acceptable solution.
d. Resolution: Once a resolution is reached, we will communicate the outcome to you. If the resolution involves actions on our part, we will implement the necessary steps to address the complaint and prevent similar issues from arising in the future. We appreciate your feedback and may use the information gathered from the complaint to improve our services.

Privacy and Confidentiality:
We treat all complaints with strict confidentiality. Your personal information and the details of your complaint will be handled in accordance with our Privacy Policy. We will only share the information necessary to investigate and resolve the complaint.

Escalation:
If you are unsatisfied with the resolution provided or the handling of your complaint, you have the option to escalate the matter. Please notify our customer support team, and they will guide you through the escalation process.

We value your feedback and are committed to continuously improving our services. Your complaints provide us with valuable insights into areas where we can enhance our platform and ensure a positive experience for all users.

Please note that this Complaints Policy does not affect your statutory rights as a consumer.

If you have any questions or need further assistance regarding our Complaints Policy, please contact our customer support team, and we will be happy to assist you.