Complaints Procedure

We aim to deliver consistently high-quality editorial and advisory services. If something has gone wrong, we want to hear about it and put it right. This Procedure tells you how to raise a complaint with Plagaiscans Technologies Ltd (trading as Thesis Elite) and what you can expect at each stage.

1. Stage 1 — Direct contact (target: 5 business days)

Email support@thesiselite.com with the subject line "Complaint" and include:

• your order number;
• a clear description of what went wrong;
• any supporting documents or screenshots;
• the outcome you are seeking.

We will acknowledge within 2 business days and aim to provide a substantive response within 5 business days.

2. Stage 2 — Escalation to Operations Manager (target: 10 business days)

If you are not satisfied with the Stage 1 response, you may request escalation. The Operations Manager will conduct an independent review of your complaint and the original response, and will respond in writing within 10 business days.

3. Stage 3 — Escalation to Director (target: 20 business days)

If you remain dissatisfied, you may request that your complaint be reviewed by a Director of Plagaiscans Technologies Ltd. The Director's response is the final stage of our internal complaints process.

4. Alternative dispute resolution

If you remain dissatisfied after Stage 3, you may pursue alternative dispute resolution. As a UK-based business, we are willing to engage in good-faith mediation through a recognised ADR provider.

5. Payment-card disputes

We strongly prefer to resolve concerns directly before any chargeback is initiated. If you do raise a chargeback, please continue to engage with our complaints process so we can work towards a fair outcome.

6. Confidentiality

Complaints are handled confidentially and shared only with the personnel necessary to investigate and resolve them.