We value our members' feedback and strive to provide an outstanding user experience at all times. If you encounter any issues or have concerns with our service, we have established a simple process to address and resolve the matter promptly. Here's how it works:
Step 1: Contact Customer Support
If you encounter any problems, the first step is to reach out to our dedicated customer support team. You can contact them through the following channels:
Email: support@mypodplan.co.uk
Form submission: Use the Contact Form that can be found here.
When contacting us please provide the following information:
- Your full name
- The email address associated with your subscription
- A detailed description of the issue
Step 2: Confirmation and Acknowledgement
Upon receiving your complaint, our customer support team will send you an acknowledgement email, confirming that we have received your email and are actively looking into the matter. If you did not provide your phone number during the signup process, or via the contact form we may ask for it so, with your permission, we can speak with you to learn more. We urge you to check your junk or spam folders if you do not see our email within 24 hours.
Step 3: Investigation and Resolution
Our customer support team will thoroughly investigate to understand the issue better and find a suitable resolution. During this process, they may reach out to you for further information or clarification, if needed.
Step 4: Resolution Communication
Once we have investigated and found a resolution, we will communicate the outcome to you via email. If the resolution requires any action from you, we will provide clear instructions on what steps to take.
Step 5: Escalation (if necessary)
We aim to resolve all complaints at the initial stage. However, if you feel that your complaint has not been adequately addressed or if you are dissatisfied with the resolution provided, you have the option to escalate the matter. To escalate your complaint, you can contact our founder Jackie Cleveland by emailing jackie@mypodplan.co.uk. Please include your original complaint details and any previous communication.
Step 6: Final Review and Resolution
Upon receiving your escalated complaint, we will conduct a thorough review of the case and take appropriate measures to address your concerns effectively.
Step 7: Feedback and Improvement
We value your feedback, even if the complaint has been resolved. Your input helps us improve our service and ensure a better experience for all our users. After the complaint process is complete, you may receive a brief survey to share your thoughts on the handling of your complaint.
Podplan is committed to providing outstanding service and resolving issues in a fair and timely manner. We value your business, and we thank you for choosing our service.