Escalation & Complaints Policy
Customer, Partner, data and marketplace payment complaint handling
Version 2.0 · August 2026 · Get 3 Quotes is operated by Digital Physics Ltd.
1. Purpose
This policy explains how Get 3 Quotes receives, records, manages and escalates complaints involving customers, Partners, data, marketplace payments and Get 3 Quotes service delivery.
Core marketplace position
2. Complaint categories
| Category | Examples | Primary owner |
|---|---|---|
| Get 3 Quotes service | Communication, incorrect information, consent/handover failure, poor marketplace administration. | Get 3 Quotes |
| Partner conduct | Poor communication, missed commitments, misleading sales conduct, misuse of Get 3 Quotes name. | Partner, monitored/escalated by Get 3 Quotes |
| Partner contract / works | Survey, scope, pricing, cancellation, installation, workmanship, warranty, certification, property damage. | Partner |
| Marketplace payment | Incorrect amount, duplicate payment, failed payment, refund status, chargeback, payment-link concern. | Get 3 Quotes payment admin + Partner + Stripe as relevant |
| Data / consent | No permission to share, unwanted contact, deletion, unauthorised data sharing. | Get 3 Quotes data owner |
| High-risk | Vulnerable customer, fraud, aggressive selling, legal/regulator threat, serious safety/property issue. | Senior management immediately |
3. Complaints principles
- Listen, acknowledge and record the concern promptly.
- Stay factual and neutral.
- Do not admit liability for a Partner's independent works before responsibility is established.
- Record the complaint in the Digital Physics ROS on the same working day.
- Classify the complaint before deciding the response route.
- Keep the customer updated where Get 3 Quotes is actively coordinating an escalation.
- Use repeated complaints as Partner performance data.
- Escalate serious, repeated, data-related or high-risk issues immediately.
4. Target timeframes
| Action | Target |
|---|---|
| Acknowledge complaint | Within 1 working day; urgent issues as soon as practical. |
| Create Digital Physics ROS complaint record | Same working day. |
| Initial triage/classification | Within 1 working day. |
| High-risk internal escalation | Immediately. |
| Request Partner response | Within 1 working day where Partner is involved. |
| Partner response target | 1 working day urgent; otherwise up to 3 working days. |
| Customer update while active | At least every 3 working days. |
| Get 3 Quotes service complaint closure | Target within 10 working days where practical. |
5. Required Digital Physics ROS complaint record
| Field | Required entry |
|---|---|
| Received date/time | Timestamp |
| Source | Phone / Email / WhatsApp / SMS / Website / Review / Social / Partner / Internal |
| Customer | Name + contact details |
| Partner involved | Company/contact |
| Deal/project reference | Digital Physics ROS reference |
| Category | Service / Partner conduct / Works / Payment / Data / High-risk / Mixed |
| Summary | Short factual summary |
| Evidence | Messages / photos / quote / contract / payment reference / review / call notes |
| Owner | Name / role |
| Priority | Low / Medium / High / Urgent |
| Next update date | Date |
| Outcome | Action taken / open / closed |
6. Complaint handling process
6.1 Receive and acknowledge
Thank the customer for raising the issue. Ask for the facts and evidence needed to understand it. Avoid promising an outcome before responsibility has been classified.
6.2 Classify responsibility
| Issue is mainly about | Route |
|---|---|
| Get 3 Quotes communication, consent, quote presentation or marketplace administration | Get 3 Quotes owns and resolves the service issue. |
| Partner not responding / missed appointment / poor communication | Get 3 Quotes chases and records Partner performance; Partner remains responsible for its conduct. |
| Partner quotation, survey, contract, cancellation, works, warranty or certification | Partner owns the underlying issue; Get 3 Quotes may facilitate communication and review Partner status. |
| Stripe/payment amount, duplicate payment, failed payment, refund/chargeback status | Check payment record, Partner position and Stripe status; escalate to payment owner. Do not guess. |
| Data sharing, consent, deletion, opt-out or unwanted marketing | Escalate to data owner immediately. |
| Fraud, vulnerable customer, legal/regulatory threat, serious safety/property concern | Senior management immediately; consider pausing the Partner. |
6.3 Investigate and act
- Review Digital Physics ROS notes, consent, quotation records, handover communications and Partner updates.
- For payment issues, check the exact Stripe transaction/payment reference and connected Partner before responding.
- Request a written Partner response with a clear deadline where relevant.
- Correct any Get 3 Quotes process failure identified.
- Pause new Partner allocation where risk justifies it.
6.4 Close and review
- Summarise the outcome in Digital Physics ROS.
- Confirm the action Get 3 Quotes has taken.
- Record Partner warning/restriction/suspension where applicable.
- Close Get 3 Quotes action when our role is complete; do not leave cases open indefinitely solely because the Partner/customer contractual dispute continues.
7. What Get 3 Quotes can and cannot do
| Get 3 Quotes can | Get 3 Quotes must not |
|---|---|
| Acknowledge and log concerns. | Promise a Partner will refund, repair, replace, certify or complete works. |
| Request Partner responses and chase updates. | Admit responsibility for Partner workmanship or technical obligations without legal basis. |
| Check marketplace payment records and facilitate payment administration. | Describe itself as the merchant/supplier for the underlying works where the Partner is the merchant. |
| Suspend or remove Partners from future opportunities. | Give technical, structural, legal or regulated financial advice. |
| Correct its own service failures. | Alter or guarantee a Partner quotation, contract, warranty or certification. |
| Assist with communication during refund/chargeback issues. | Describe Stripe payment as escrow or guaranteed protection unless separately approved and accurate. |
8. Partner consequences
| Issue | Possible action |
|---|---|
| Late quotation / poor updates | Warning, reduced allocation, retraining or temporary pause. |
| Missed customer commitments | Escalation, warning, possible reallocation. |
| Misrepresentation of Get 3 Quotes relationship | Immediate management review; possible suspension. |
| Pressure selling / vulnerable customer concern | Immediate suspension pending review. |
| Unauthorised sharing of customer data | Immediate suspension and data incident review. |
| Payment circumvention / commission avoidance | Immediate commercial review; suspension or termination. |
| Repeated complaints / poor feedback | Reduce allocation, remove priority status or terminate. |
| Serious legal, fraud, regulator or safety concern | Senior management and legal review before further projects. |
9. Marketplace payment complaints
- Confirm the selected Partner and Stripe Connected Account/reference.
- Confirm the amount, date, status and whether any refund/reversal/chargeback exists.
- Do not tell the customer funds are “held by Get 3 Quotes” unless the actual payment model supports that statement.
- Where a refund is contractually due, the Partner remains responsible for the underlying refund obligation; Get 3 Quotes may assist with the Stripe administration where technically available.
- Escalate duplicate charges, wrong Partner routing, suspicious activity or payment-link tampering immediately.
- Do not request full card details by phone, email, SMS or WhatsApp.
10. Data protection complaints
- Stop non-essential contact where requested.
- Check consent route and wording version.
- Check which Partners received the data.
- Notify relevant Partners where appropriate.
- Retain a suppression record where needed.
- Escalate suspected misuse, wrong-recipient disclosure or unauthorised sharing immediately.
11. High-risk escalation triggers
- Customer says they never consented to sharing/contact.
- Partner has passed customer data to another company without approval.
- Partner claims to be Get 3 Quotes or Digital Physics when inaccurate.
- Aggressive selling, harassment or vulnerable-customer concern.
- Fraud, forged signatures, false reviews or misleading discount allegation.
- Threat of legal action, Trading Standards, ICO, press or regulator involvement.
- Serious property damage, safety or injury concern.
- Wrong payment recipient, payment-link compromise or suspected payment fraud.
- Repeated complaints about the same Partner or representative.
12. Approved templates
Initial acknowledgement
Hi [First Name], I’m sorry to hear there has been an issue. We’ll record this and review what has happened. Please send us a brief summary including the Partner involved, key dates and any relevant messages, photos, quotation, contract or payment reference. If the concern relates to the Partner’s works or contract, the Partner remains responsible, but Get 3 Quotes can help pass the concern across, request an update and review the Partner’s marketplace status. We’ll confirm the next step once we have reviewed the details.
Partner escalation
Hi [Partner Contact], we have received a concern from [Customer Name] regarding [issue]. Please review and respond by [deadline]. Summary: [summary]. Evidence: [evidence]. Payment/project reference: [reference if relevant]. As the independent Partner, you remain responsible for your quotation, contract, survey, works, warranties and certification. Please confirm who is handling this and the next action.
Customer update
Hi [First Name], quick update — we have escalated your concern to [Partner Company] and asked them to respond. We are also reviewing the Get 3 Quotes / marketplace records relevant to the issue. We’ll update you again by [date], even if we are still waiting for further information.
Get 3 Quotes service closure
Hi [First Name], thank you for giving us the opportunity to review this. We have taken the following action: [summary]. We’re sorry that the Get 3 Quotes service did not meet the standard we expect. We have updated our internal record/process accordingly. If there is anything else directly related to how Get 3 Quotes handled your enquiry, please let us know.