Dispute Resolution

How to contact us

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You can contact us by email at any time in the app, or through the website (wych.io) at contact@wych.it. Once we have received your email, we will respond as soon as is practical.​

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How to make a complaint or request redress

 

If you believe that there has been a breach of the CDR rules by Wych or wish to request a correction, deletion or apology, please submit your CDR consumer data complaint via email to contact@wych.it.

 

Please include the following information when submitting your complaint.

• Your name;

• Your contact details;

• Your preferred contact method of complainant (phone / email / letter); and,

• The details of your complaint.

 

A CDR complaint can be made at any time. Once your complaint is received, Wych will acknowledge receipt of the complaint within one (1) business day of being received.

 

Wych will investigate your complaint and attempt to provide you with a written response to resolve the complaint, within thirty (30) calendar days of receipt of your complaint.

 

If your complaint remains unresolved after thirty (30) calendar days, you will be advised in writing that additional time is required to complete the investigation and to provide a response.

 

When the complaint is resolved, you will receive a ‘final response’ letter within 45 days, informing you of:

1. the final outcome of your complaint or dispute;

2. your right to take their complaint or dispute to External Dispute Resolution; and

3. if you are not satisfied with the response, you may lodge a complaint with the registered dispute service for your region. Their contact details are given below.
    

If your complaint remains outstanding within thirty (30) days, Wych must write to you to:

1. inform you of the reasons for the delay;

2. specify a date when a decision can be reasonably expected;

3. informs your of your right to take your complaint or dispute to an External Dispute Resolution; and

4. if you are not satisfied with our response, you may lodge a complaint with the with registered dispute service for your region. Their contact details are given below.

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