We are committed to resolving any issue you have with CentreFlow promptly and fairly. This page explains how to get support, raise a complaint, and what to do if you remain unsatisfied.
1. General Support
For help with using the CentreFlow platform, questions about your account, or technical issues:
- Email: support@centreflow.co.uk
- Response target: We aim to respond to all support requests within 2 working days
- Hours: Support is available Monday to Friday, 9am–5pm (excluding UK bank holidays)
2. Billing and Account Queries
For questions about invoices, subscription charges, payment failures, or cancellations:
- Email: billing@centreflow.co.uk
- Response target: Within 2 working days
3. Privacy and Data Requests
For subject access requests, data deletion requests, or questions about how we handle personal data:
- Email: privacy@centreflow.co.uk
- Response target: Within 5 working days for initial acknowledgement; full response within one calendar month as required under UK GDPR
4. Security Concerns
To report a suspected security vulnerability, data breach, or suspicious activity:
- Email: security@centreflow.co.uk
- Response target: We aim to acknowledge security reports within 24 hours
5. How to Raise a Complaint
If you are unhappy with any aspect of the CentreFlow service, please follow these steps:
- Step 1: Contact us using the relevant email address above and clearly describe your complaint and your preferred resolution
- Step 2: We will acknowledge your complaint within 2 working days and provide a full response within 10 working days
- Step 3: If you are not satisfied with our response, you may request escalation to a senior member of the CentreFlow team
6. Data Protection Complaints — Escalation to the ICO
If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
- Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We would always prefer the opportunity to address your concern directly before you contact the ICO, but this is entirely your right and we will not penalise you for doing so.
7. Legal Correspondence
For formal legal correspondence:
- Email: legal@centreflow.co.uk