Legal
Complaints Procedure
Version 1.0 — May 2026.
Fruitful AI takes complaints seriously and responds to them quickly and fairly. This procedure sets out how to raise a complaint and what to expect.
How to raise a complaint
Email: hello@fruitfulai.io
Subject line: COMPLAINT — [your name / project]
Please include:
- A description of the complaint.
- The relevant project and dates.
- What outcome you would like.
You can also raise a complaint by phone, but we will ask you to follow up in writing so there is a clear record.
What happens next
Within 2 working days: we acknowledge your complaint in writing and confirm the name of the person handling it (Dicky Broadhurst, director).
Within 10 working days: we investigate and respond in full. Investigation includes reviewing project records, emails, deliverables, and any relevant correspondence.
If the complaint is complex and needs longer to investigate, we will write to you within 10 working days explaining what is being looked into and when you can expect a full response. A full response will be sent no later than 30 working days from the date of the original complaint.
Outcome
Our response will include:
- A summary of the complaint as we understand it.
- A description of what we investigated.
- Our findings.
- Any proposed remedy. This may be an apology, a partial or full refund, additional work at no charge, or another resolution agreed between us.
If you remain unsatisfied
If you do not accept our response, please tell us in writing within 14 days and we will review the case once more.
For data protection complaints that we cannot resolve, you can escalate to the Information Commissioner's Office (ICO) at ico.org.uk.
For contract disputes that remain unresolved, the courts of England and Wales have jurisdiction, as set out in our Standard Terms and Conditions.
Records
We keep a record of every complaint, the investigation, and the outcome, for a minimum of three years. This helps us identify patterns and improve.