Policy

Complaints policy

Last updated August 2026. This policy explains how to raise a complaint about Helixon and what you can expect from us in response.

1

Our commitment

We want Helixon to work well for every agency that uses it. If something falls short - a bug, a billing issue, a scoring result that seems off, or how you've been treated by our team - we want to know, and we'll take it seriously.

2

How to raise a complaint

Email support@helixon.co.uk with a description of the issue, your agency name, and any relevant account or analysis details. You can also use the Contact page and select "Support" as the topic. There's no formal template required - just tell us what happened.

3

What happens next

We acknowledge every complaint within 2 working days. A member of our team will investigate and aim to give you a full response within 10 working days. If a complaint is complex and needs longer, we'll tell you why and give you a revised timeframe.

4

If you're not satisfied with our response

If you feel your complaint hasn't been resolved fairly, ask for it to be escalated to a senior member of the team by replying to your case email with "Please escalate" in the subject line. A director will review the case directly.

5

Data and scoring disputes

If your complaint relates to a specific match score or analysis, include the analysis ID and candidate name so we can review the exact inputs and output. We treat scoring disputes as valuable feedback and use them to improve the model - not just to resolve individual cases.

6

Record keeping

We keep a record of all complaints and their outcomes for as long as your account remains active, in line with our data retention practices described in our Privacy policy.

Ready to raise something? Email support@helixon.co.uk or use our Contact page.