Legal
( Company )
Complaints
Draft under legal review. This document is not yet in force. It is published so customers and approval boards can review it, and it may change before it takes effect.
We want to hear when something has gone wrong, so we can put it right and stop it happening again. This process covers complaints about our products, our service, billing and our website.
How to complain
- Email support@marsquared.com with “Complaint” in the subject line, or write to MAR Squared Ltd, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.
- Tell us your name, your organisation, the product involved, what happened, and what you would like us to do. Include any reference numbers or screenshots that help.
What happens next
In shortWe acknowledge within 2 working days and aim to resolve within 10.
- We will acknowledge your complaint within 2 working days and tell you who is handling it.
- We aim to give you a full response within 10 working days. If we need longer, we will explain why and give you a date.
- If you are not satisfied with our response, reply asking for it to be reviewed. A director who was not involved will review it and respond within 10 working days. That is our final response.
If you are still unhappy
- For complaints about how we handle personal data, you can contact the Information Commissioner’s Office at ico.org.uk. See our privacy notice.
- For contractual disputes, the dispute terms in our customer terms apply. We are willing to consider mediation before either party goes to court.
Change log
| Version | Date | Change |
|---|---|---|
| 0.9 | 30 October 2026 | First full draft. |