Complaints and support

EHSync Ltd is a company registered in England and Wales (company number 17575312). Registered office: 66 Paul Street, London EC2A 4NA.

If you need help with an EHSync app or your account, please contact us:

• Email: support@ehsync.com
• Phone: 0800 009 6667
• Hours: 8am to 5pm UK time, Monday to Friday, excluding UK bank holidays

A working day is Monday to Friday, excluding UK bank holidays.

To help us help you quickly, please include:

• your name and organisation;
• the email address on the account;
• which app or service the request is about;
• a clear description of the issue or question, including when it started and what you have already tried;
• any useful screenshots, error messages or reference numbers, such as an invoice number;
• how urgent it is and how it affects your organisation.

Please do not send passwords or full payment card numbers.

We aim to acknowledge support requests within 1 working day. This is a target, not a promise or a service level agreement. If your contract with us sets out service levels, those service levels take precedence over the targets on this page.

If you are not satisfied with our service, or with how we have handled a support request, you can make a complaint by emailing support@ehsync.com or calling 0800 009 6667, and asking us to treat it as a complaint. Please tell us what went wrong, what you would like us to do, and any reference numbers.

Stage 1

We will acknowledge your complaint within 2 working days and send a response within 10 working days of receiving it.

Stage 2

If you are not satisfied with our Stage 1 response, you can ask us to escalate the complaint to a senior person at EHSync Ltd. We will send a final response within 20 working days of the original complaint, or we will explain why we need more time and give you a new date.

If you're not happy with our final response, or we haven't given one within 20 working days, you can complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at https://ico.org.uk/make-a-complaint/ or on 0303 123 1113. The ICO usually expects you to raise your complaint with us first.

If your complaint is about how we handle personal data, please contact us first at support@ehsync.com so we can try to put things right.

For complaints about how we use personal data, we will acknowledge your complaint within 30 days at the latest (we aim to do so within 2 working days, as set out above), keep you informed of progress, and tell you the outcome without undue delay. If you complain on someone else's behalf, we may ask for proof that you are allowed to act for them. We may also ask for proof of identity before sharing personal data.

If you think an invoice or charge is wrong, please contact us at support@ehsync.com as soon as you can, with the invoice or transaction details and an explanation. We will look into it and tell you what we find. If we have made a mistake, we will correct it. Your contract with us still applies.

We keep a record of complaints and how we dealt with them for 6 years after the complaint is closed, so that we can deal with legal claims.

If you need this page, or any response from us, in another format, please tell us at support@ehsync.com and we will try to help.

EHSync's apps are provided to businesses and other organisations. This process is written for business customers. If you believe you have consumer rights, please tell us when you contact us and we will consider your complaint accordingly.