Escalation Policy
How to raise a concern and how it is escalated. Last updated October 31, 2026.
Draft for the demonstration version of this site. Replace with a legally reviewed policy before launch.
Raising a concern
Start by contacting us through the contact page and describe the issue, including any program or batch it relates to.
How concerns are escalated
Level 1: an advisor reviews your message and works with you to resolve it.
Level 2: if you are not satisfied with the outcome, ask for your concern to be escalated, and it will be reviewed by a senior team member.
Level 3: if it is still unresolved, it is reviewed by management, who will give you a final response.
Response times
Target response times for each level will be published here before the service goes live.
Current status
Because this version is a demonstration, the contact form does not yet deliver messages. This escalation process applies once the live service launches.
Questions? Contact us.