How to complain, who answers, and by when
If something has gone wrong, this page tells you who deals with it, how to reach them, and how long it takes. No queue, no ticket that goes nowhere, and nobody passing you around.
Who we are
OptiTech Automation is run by Cristian Moise-Putanu, a sole trader. He is the named, accountable person behind this business and behind your support. The same person who built the platform is the person who answers you when something is wrong.
That is not a courtesy. It is item 6 of The Pledge in our Terms. Item 4 says a named, accountable person stands behind your support, and that you can always reach a real human, never trapped in an automated loop and never handed to an anonymous call centre queue.
We may use tools, including AI, to help us answer you faster and more accurately. A named person is still responsible for the answer you receive, and you can always ask to speak to him.
How to raise it
Any of these reaches the same person and the same record:
The contact door in the app. Pick what it is about, say it in your own words, and send it. You get a case reference on the screen, and the same case reference by email.
Email. Write to hello@optitechautomation.co.uk. It comes to Cristian.
Ask for a call. Reply to any email from us and say you would rather talk. If it is about money, or about the way we have treated you, we offer you a call without you having to ask.
Say it however you want to say it. You do not need to use our words for anything, and you will never be asked to fill in a form before somebody reads what you wrote. Your own words are what we record.
What happens, and by when
Every message becomes one case, with one reference, one written record, and one person on it.
A Business Day means a weekday that is not a bank holiday in England and Wales. We count from the next Business Day after your message arrives.
| What it is about | Acknowledged | A real answer from us |
|---|---|---|
| A complaint | Same Business Day | Within 2 Business Days, and a call offered |
| Money or billing | Same Business Day | Within 2 Business Days, and a call offered |
| Something is not working | Same Business Day | Within 2 Business Days |
| Closing your account | Same Business Day | Within 1 Business Day, read by a person first |
| A question about how something works | Same Business Day | Within 3 Business Days |
| Something you want it to do | Same Business Day | Within 3 Business Days |
| Legal or data | Same Business Day, acknowledgement only | A person reads it before anything is said in reply, so we do not promise an automatic date |
The acknowledgement is automatic, because you should never sit and wonder whether your message arrived. The answer never is. Nothing about closing your account, and nothing with legal words in it, is ever answered by a machine.
If we are going to miss one of these dates, you hear from us before the date, not after it, with the reason and a new date.
These reply targets are our own published commitment. The commitment in the Agreement itself is the route to a named, accountable person: The Pledge items 4 and 6, and Clause 4.8(d). A target missed here is a failure we record and answer for. It is not, by itself, the material breach that Clause 4.8(d) describes, and we would rather tell you that plainly than let you assume more than we have promised.
Escalation, if you are not happy with the answer
Your case is already with the person who owns the business. There is no second desk above him and no supervisor to be put through to. That is the point of doing it this way: you are talking to the person who decides.
If you are still not happy after he has answered:
Say so, plainly, on the same case. It stays open until you say it is sorted, not until we decide it is. Ask for a call if writing is not getting anywhere.
You can end the Agreement. If we have materially broken one of the six commitments in The Pledge, Clause 4.7 lets you terminate immediately by written notice to legal@optitechautomation.co.uk, without serving the standard 30 days notice, and you are entitled to a pro rated refund of prepaid Fees for the unused part of the current billing period. Clause 4.8 sets out what counts as a material breach, and one of them is us ceasing to provide a route to a named, accountable person.
You can complain to the regulator about data. If your complaint is about how we handle personal data, you have the right to complain to the Information Commissioner's Office at ico.org.uk. You can do that at any time. You do not need our permission and you do not need to come to us first.
Your legal rights are unaffected. Nothing on this page takes away any right you have in law, and nothing here has to be used before you use those rights.
What we keep
For every case we keep a written record:
your message, in your own words
the date it arrived, and the date we said you would hear back
what we answered, and the date you were told
whether you agreed it was sorted
It sits with your business's record, not scattered across half a dozen inboxes. Every case you have raised, and every answer, is on the Talk to Cristian page in your account. Ask for a copy of your own case record at any time and we will send it to you.
Nobody is passed around
One person. One case. One record.
You will not be asked to explain it again to somebody new. You will not get a different answer from a different person on a different day. You will not be handed to a call centre, and you will not be stuck in a loop with something that cannot answer you.
If any of that ever happens to you here, it is a failure of the promise this page exists to keep, and you should say so to Cristian directly.
Cristian Moise-Putanu
OptiTech Automation
hello@optitechautomation.co.uk