1. Purpose & Scope
This policy sets out Dark‑Cloud’s approach for receiving, managing, and resolving client complaints about our managed security services.

2. What is a “Complaint”?
A complaint is any written expression of dissatisfaction from a client about Dark‑Cloud’s services, service quality, customer care, billing, communication, timelines, or conduct of personnel, where a response or resolution is explicitly or implicitly expected.

3. How to Report a Complaint
Please submit complaints in writing via the email [email protected] and include the following information so we can investigate promptly:

• Your full name, company name, and contact details (email, phone, postal address).

• Date of complaint and relevant service dates/timeframes.

• Nature of the complaint and impact observed (what happened, where, when).

• Any service references (contract/SOW number, ticket ID, invoice number).

• Desired outcome or remedy (if any).
   

4. Our 2‑Step Complaints Process
Complaints follow a two-stage escalation path, ensuring each is reviewed by the appropriate team and answered within defined timeframes.

Step 1 — Service Desk
Acknowledge within 2 business days.
Formal response within: 10 business days.
Submit your complaint to our Service Desk via [email protected].  We will log the complaint, assign an owner, and provide an initial acknowledgment with the planned next steps. The assigned owner will then investigate the complaint, gather the relevant evidence, and issue a formal response within 10 business days, setting out our findings, any action we have taken or will take, and the outcome of the complaint. Where we need longer to investigate, we will tell you why and give you a revised timeframe.

Step 2 — Service Delivery Manager
Escalation acknowledged within 2 business days.
Formal response within: 5 business days.
If you are dissatisfied with Step 1, escalate to the Service Delivery Manager (via the [email protected] email address; please mark the subject “Stage Two Complaint”). The manager will review the case, the evidence, and any remediation plan, and will issue a formal response within 5 business days, setting out their findings and our final position on the complaint. Where the review requires longer, we will tell you why and give you a revised timeframe. This completes our internal complaints process.
If you remain dissatisfied after Step 2, you may refer the matter to the dispute resolution body set out in the relevant agreement under which the services are provided.

5. Urgent Issues & Security Incidents
If your concern involves an active cybersecurity incident or critical service outage, please contact our Security Operations contact immediately rather than using the complaints route: [email protected]. We will still record any related complaint and follow this policy once the incident is stabilized.

6. Fairness, Confidentiality & Data Protection
We only collect the minimum personal data necessary to investigate and resolve the complaint and process it in accordance with applicable data‑protection laws.
Complaint files are retained for the period required by law and our retention schedule (normally  12 months after closure).

7. Record‑Keeping, Reporting & Continuous Improvement
We maintain a complaints register that includes dates, subjects, owners, actions taken, and outcomes. Trends are reviewed at management meetings to identify root causes and drive service improvements. Where relevant, corrective and preventive actions (CAPA) are raised and tracked to completion.

8. Accessibility
This policy is publicly accessible on our website www.dark-cloud.tech and available in alternative formats upon request. If you require assistance to submit a complaint, please contact us, and we will provide reasonable support.

9. Policy Review
This policy is reviewed at least annually, following any significant change to our services or complaints trend analysis. The latest approved version is published on our website.

10. Contact Details
Email: [email protected]
 
Last updated: 18 June 2026