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© 2026 Profio Inc. All rights reserved.

Delaware C-Corporation · Reg. No. 7597749

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  3. Legal
  5. Complaints
Fair Process

Complaint Handling Procedure

We take all complaints seriously. Learn how to file a formal complaint, our escalation process, and alternative dispute resolution options.

Last updated: February 15, 2026

Your Voice Matters

We are committed to resolving complaints fairly and quickly. Most complaints are resolved within 5 business days.

Response

24 hours acknowledgment

Assessment

3 days initial response

Resolution

5-14 days final decision

How to File a Complaint

Step 1: Contact the Appropriate Team

Email the appropriate team based on your complaint type:

General Complaints

support@profio.dev

Service issues, feature problems, account issues

Billing Complaints

billing@profio.dev

Payment issues, refund disputes, subscription problems

Formal Complaints

legal@profio.dev

Unresolved issues, policy violations, serious concerns

Privacy Complaints

privacy@profio.dev

Data protection, privacy violations, GDPR concerns

Step 2: Include Required Information

For faster resolution, include:

  • Subject line: "Formal Complaint - [Brief Description]"
  • Your account email: So we can locate your account
  • Detailed description: What happened, when it happened, and why you're dissatisfied
  • Desired resolution: What outcome would satisfy you (refund, service fix, policy change, etc.)
  • Previous contact: Any previous ticket numbers or email threads related to this issue

Complaint Resolution Timeline

1

Day 1: Acknowledgment

Within 24 hours, you receive an automated confirmation email with a complaint reference number (e.g., COMP-12345). This confirms we received your complaint and it has been logged in our system.

2

Days 1-3: Initial Assessment

A complaint handler reviews your case and investigates the issue. Within 3 business days, we send you an initial response outlining our findings and proposed resolution.

3

Days 3-7: Resolution Implementation

If you accept our proposed resolution, we implement it immediately (refund, service fix, policy change, etc.). Most complaints are fully resolved by Day 7.

4

Days 7-14: Escalation (If Needed)

If you're not satisfied with the initial resolution, your complaint is escalated to senior management for review. Final decision communicated within 14 business days of initial complaint.

Escalation Path

Level 1: First-Line Team (Days 1-3)

Support or billing team handles your complaint initially. They have authority to issue refunds, fix service issues, and make account adjustments.

Level 2: Department Manager (Days 3-7)

If unresolved or if you request escalation, your complaint goes to the department manager (Support Manager, Billing Manager, etc.) for review. They can override policies and approve exceptions.

Level 3: Legal Team & Management (Days 7-14)

For complex or unresolved complaints, contact legal@profio.dev for senior management review. This is the final internal escalation level.

Alternative Dispute Resolution (ADR)

EU/UK Customers - Your Legal Rights

If your complaint is not resolved to your satisfaction through our internal process, you have the right to use Alternative Dispute Resolution (ADR) services:

EU Online Dispute Resolution (ODR) Platform

European customers can submit complaints to the EU ODR platform, which connects you with certified ADR bodies:

ec.europa.eu/consumers/odr

UK Alternative Dispute Resolution

UK customers can contact approved ADR entities or use the ODR platform. For data protection complaints, contact the Information Commissioner's Office (ICO):

ico.org.uk

Consumer Protection Authorities

You have the right to contact your local consumer protection authority:

  • EU: Your national consumer protection agency
  • UK: Citizens Advice Consumer Service
  • US: Federal Trade Commission (FTC) or state attorney general
We're Here to Listen

We value your feedback and are committed to resolving your concerns fairly and promptly.

Formal Complaints: legal@profio.dev

General Support: support@profio.dev

Billing Issues: billing@profio.dev

File a ComplaintDispute Resolution
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