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Customer Complaints

We aim to always deliver a consistently good experience to all our customers. We are sorry if you feel that we have let you down and we want to resolve this for you. 

How to contact us

Chat

Through our live chat in the Connect product we can help and advise you in the use of our product. 

Raise a case

You can raise a case if there is something we need to fix.  A case should be raised through the Support section in the Connect product. 

Already have a case raised?

If you have a case where you feel it is not being handled correctly, or quickly enough you can escalate this through the support section of Connect by clicking on the escalate button within the case. 

How to make a complaint

A complaint relating to any aspect of our business can be made through the following channels:

  • +44 20 3102 5250
  • Customer Success Team, essensys, Aldgate Tower, 2 Leman Street, London, E1 8FA
  • Alternatively you can submit the form below and a member of our team will be in touch.



What will happen next?

We will acknowledge your complaint within 1 working day of receipt (postal responses may take longer).  

Your complaint will be assigned to our Head of Customer Success, who will investigate and provide you with regular updates during the investigation, with the aim of resolving your complaint within five working days.