Urgent Support Link Complaints Policy
Last Updated: May 28, 2025
At Mega Resources Ltd, we strive to provide a high-quality experience through the Urgent Support Link service, including the Urgent Support Link app ("App"), the Urgent Support Link Partner Portal ("Partner Portal"), the Urgent Support Link Web version ("Web version"), and related support services, such as booking care professionals. We take complaints seriously
and are committed to addressing them fairly and promptly. This Complaints Policy explains how you can raise a concern and what to expect from our process. For inquiries or to submit a complaint, please contact us at usl@megaresources.co.uk.
This Complaints Policy applies to the Urgent Support Link service, including:
The Urgent Support Link mobile application ("App"), used by customers to access support and book care professionals.
The Urgent Support Link Partner Portal ("Partner Portal"), used by partners or administrators to manage bookings and related services.
The Urgent Support Link Web version ("Web version"), used by customers to access support and book care professionals via a web browser.
Services accessed through the App, Partner Portal, or Web version, such as care professional bookings provided by Mega Resources Ltd.
Payment processing facilitated via Stripe.
It does not cover complaints about third-party services outside our control (e.g., Stripe’s payment disputes, which should be directed to Stripe per their policies).
We welcome complaints related to:
The functionality, availability, or performance of the Urgent Support Link App, Partner Portal, or Web version.
The quality, conduct, or availability of care professionals booked through the App, Web version, or managed via the Partner Portal.
Payment issues managed by Mega Resources Ltd (e.g., incorrect charges, booking fees).
Customer service or communication from our team, whether via the App, Web version, or Partner Portal.
Any other aspect of the Urgent Support Link service that does not meet your expectations.
To ensure we can address your concern effectively, please follow these steps:
Contact Us: Email us at usl@megaresources.co.ukwith the following details: Your name and contact information (e.g., email or phone number).
Whether your complaint relates to the App, Partner Portal, Web version, or a combination of these.
A clear description of your complaint, including relevant details (e.g., booking reference, date of issue, care professional involved).
Any supporting evidence (e.g., screenshots, receipts).
Alternative Methods: If you cannot email, you may write to us at our registered address: Mega Resources Ltd, [Your address]. However, email is the fastest way to reach us.
Timing: We encourage you to submit your complaint as soon as possible after the issue arises.
We aim to handle your complaint efficiently and fairly. Here’s what to expect:
Acknowledgment: We will confirm receipt of your complaint within 3 working days of receiving it, via email to the address you provide.
Investigation: We will review your complaint, which may involve contacting you for more information, consulting our team, or liaising with care professionals or partners via the Partner Portal. This process typically takes up to 14 working days, though complex cases may require more time.
Resolution: We will email you a response with:
Our findings and any actions taken (e.g., refund, rescheduling a booking, or improvements to the App, Web version, or Partner Portal).
An apology if we have fallen short of our standards.
Details on next steps if the issue remains unresolved.
Timeframe: We aim to resolve most complaints within 28 working days. If it takes longer, we will keep you updated on progress.
Depending on your complaint, we may offer:
An explanation or apology for the issue.
A refund or credit for payments processed by Mega Resources Ltd (subject to our refund terms).
A rebooking or alternative care professional, if available, coordinated through the App, Web version, or Partner Portal.
Technical support or updates to the App, Web version, or Partner Portal to address functionality issues.
Note: We cannot process refunds for payments already finalized by Stripe unless it’s within our refund policy—contact us for clarification.
If you’re unhappy with our response:
Escalation: Reply to our resolution email or write to us at usl@megaresources.co.uk, requesting a review. A senior member of our team will reassess your complaint within 14 working days.
External Options: If we cannot resolve the issue to your satisfaction, you may refer your complaint to:
The UK Information Commissioner’s Office (ICO) at www.ico.org.uk if it involves data protection (e.g., misuse of personal data in the App, Web version, or Partner Portal).
An alternative dispute resolution (ADR) service, if applicable—we will provide details if relevant.
Your local consumer protection authority (e.g., Citizens Advice in the UK) for general service complaints.
We will handle your complaint confidentially, in line with our Privacy Policy (https://www.megaresources.co.uk/privacy -policy).
We will not discriminate against or penalize you for raising a complaint, whether as an
App user, Web version user, or Partner Portal user.
Feedback from complaints helps us improve the Urgent Support Link service, including the App, Web version, Partner Portal, and care professional bookings.
We may update this Complaints Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review it periodically.
To submit a complaint or for further assistance, please email us at usl@megaresources.co.uk.
