At Collctiv we try to resolve any problems you may have as quickly as possible. Before making a complaint you can reach out to us via our contact form or from within the app. We will get back to you as quickly as we can to fix the problem you are facing.
If you are unhappy with how we have handled an issue, please send an email to help@collctiv.com with details of what problem you are having, putting “Complaint” in your subject line. Please provide your full name and email address or Apple ID private relay email address. Please also ensure you are emailing us from the same email address your account is registered under. (This can be found in the settings part of our mobile or web application.)
Our aim is to resolve your complaint as quickly as possible. We will review the issues raised in your complaint and try to find out what went wrong. We may ask you for more details if needed.
Once we have investigated your complaint, we will send you a written response to your complaint detailing how your complaint has been addressed, or why it can’t be addressed yet. If possible, we will also detail any next-steps required.
Once we have received your email, we will contact you within three working days to acknowledge your complaint and give you a timeline of when you can expect a response. We aim to respond to all complaints within 10 working days.
We will use your personal information to process your complaint. Your personal information will be processed in line with our Privacy Policy found at https://www.collctiv.com/support/privacy.
Our aim is to process your complaint quickly and completely. If for any reason you are not happy with our response, your complaint can be escalated. To do this, please send an email to complaints@collctiv.com. On this email please provide details of your complaint and why you are not happy with our initial response.
Once you have done this, we will acknowledge your escalation within 3 working days. This will be handled by a member of our team who has not yet interacted with your initial complaint. We will provide you with a final response within 10 working days.
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