Complaints Procedure
This procedure applies to RAGA AI LTD, trading as Raga AI, which operates this website. Raga AI aims to deliver its services professionally, transparently and to a high standard.
If something has gone wrong, we want to know about it so that we can understand the issue, respond fairly and improve where appropriate.
What you can complain about
- our services
- our communications
- how an engagement was handled
- the behaviour of someone acting for Raga AI
- billing or administration
- our use or protection of personal information
- another aspect of someone’s interaction with Raga AI
Where a matter concerns a contractual dispute, it may also be governed by the terms of the relevant client agreement, which will apply alongside this procedure.
How to complain
Email info@ragaai.co.uk, or use the form below.
It is helpful if you tell us:
- your name and contact details
- your organisation where relevant
- what happened
- relevant dates
- any useful correspondence or evidence
- what outcome you would like us to consider
Complaint form
Service complaints
We aim to acknowledge ordinary service complaints promptly and, where practicable, within five working days.
We aim to provide a substantive response within 20 working days.
More complex matters may take longer. If this happens, we will explain why and keep you informed.
How we investigate
To understand what happened, we may review:
- correspondence
- project records
- contracts
- system records
- information from the people involved
Our response will explain, where appropriate:
- what we considered
- what we found
- our conclusion
- any corrective action or improvement we consider appropriate
Data-protection complaints
We will acknowledge a data-protection complaint within 30 days of receiving it.
We will take appropriate steps to investigate the matter without undue delay, make relevant enquiries, keep you appropriately informed and explain the outcome.
Complaints on behalf of someone else
If you complain on behalf of another person, we may need evidence that you are authorised to act for them before disclosing their personal information or dealing with certain aspects of their complaint.
Confirming identity
We may request information reasonably necessary to confirm identity where this is required to protect personal information or investigate the complaint.
Where Raga AI works for a client
Where Raga AI processes information on behalf of a client, that client may be the relevant controller for the information concerned. In those cases we may refer the complaint to the relevant client, or assist that client in handling it, and we will tell you where we have done so.
If you remain dissatisfied
For general service complaints: if you remain dissatisfied, tell us what you believe remains unresolved and we will consider whether a further internal review is appropriate.
For data protection: you have the right to complain directly to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. You do not have to complete Raga AI’s internal process before contacting the ICO.
Abusive communication
We will always aim to consider genuine complaints fairly.
We do not expect staff or contractors to tolerate threatening, discriminatory or abusive behaviour.
Where communication becomes abusive, we may take reasonable steps such as limiting communication to a particular channel or contact person.
This will not prevent Raga AI from meeting applicable legal obligations.
Learning from complaints
Where a complaint identifies a genuine problem, we will consider whether changes are needed to our processes, documentation, systems, training or delivery practices.
Contact and related policies
Company details
- RAGA AI LTD
- Registered in England and Wales
- Company No. 17404094
Last updated: 15 September 2026