1. First, our complaints code
Please raise the matter through our Complaints code first. Most disputes are resolved there, and the independent routes below generally expect you to have tried.
2. United Kingdom — Smileline Voice
Smileline Voice is a telephone service. Where you are an eligible customer under Ofcom's rules for alternative dispute resolution (broadly, a consumer, or a business with ten or fewer employees), you can refer an unresolved complaint about that service to the Ofcom-approved ADR scheme we belong to, free of charge, once we have issued a final response or eight weeks have passed since you first complained.
ADR scheme: to be named here on publication, together with its contact details and referral form. Until it is named, write to support@smileline.io quoting your complaint reference and we will confirm the scheme and refer you to it.
3. United States
The dispute-resolution clause of our Terms of Service applies. Nothing in it prevents you from raising a matter with the Federal Communications Commission or your state's consumer-protection office, and nothing in it limits any right you have under law to bring a claim in small-claims court.
4. European Union
EU customers may use the platform their national consumer body provides for online dispute resolution where it applies to business services, and may contact their national data-protection authority about data matters at any time. Our EU representative is named on the EU Addendum.
5. What we will not do
We do not stop, suspend or degrade a practice's service because it has complained or referred a dispute, and we do not ask a practice to withdraw a complaint as a condition of any resolution.