CUSTOMER FEEDBACK
​​​If you have feedback for us, we would love to hear from you!
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At BlueHat Cyber, our mission is to provide robust, high-level protection for your digital assets. Whether we’ve helped you achieve your Cyber Essentials Plus certification or completed a penetration test of your infrastructure, your experience matters to us. We are committed to continuous improvement.
Please take a moment to share your thoughts on our services so we can ensure we are providing the highest standard of cybersecurity support to businesses across the UK. The link to our customer feedback form (hosted by Google) is available below.
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Complaints
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Want to raise a complaint? We recognise that there may be times when our service does not meet your expectations. When this happens, we want to hear about it immediately so we can make it right.
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Complaints Procedure
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1. Registering a Complaint
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Customers can register a complaint through the following channels:
Phone: 01582 250 295
Email: complaints@bluehat-cyber.co.uk
Google Form: Customer Complaints Form
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2: Acknowledgement
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Upon receiving a complaint, we will acknowledge it within 24 hours. The acknowledgment will include a reference number for the complaint and an estimated timeframe for resolution.
3. Investigation​
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We will thoroughly investigate the complaint. This may involve gathering additional information from the customer and employees at BlueHat Cyber.
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4. Resolution
Once the investigation is complete, we will propose a resolution to the customer. This may include a written explanation, replacement of goods, a refund, or any other appropriate action. The proposed resolution will be communicated to the customer within 48 hours from the date of acknowledgment.
5. Customer Response
The customer will have the opportunity to respond to the proposed resolution. If the customer accepts the resolution, the case will be considered closed. If the customer is not satisfied, they can request further review.
6. Escalation
If the customer is not satisfied with the proposed resolution, they can escalate the complaint to a higher level within our organization. The escalated complaint will be reviewed by a senior representative who will provide a final resolution within 14 days.
7. External Mediation
If the customer remains dissatisfied after the internal escalation process, they have the option to seek external mediation. Mediation will not proceed until both parties agree terms and the use of a specific mediation service.
8. Closure and Follow-Up
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Once a resolution is agreed upon or the external mediation process is concluded, the complaint will be marked as closed. We may conduct a follow-up with the customer to ensure their satisfaction and gather feedback on our complaints handling process.