How to Raise a Concern and What Response Times to Expect

If something isn't going the way you expected, a missed date, a platform issue, or a question about your service, here's how to get it resolved:

1. Email support@bidx.ai or message your named contact directly, describing the issue and what outcome you're looking for.

2. You'll receive an acknowledgement within 1 working day, including who is handling your query and, where possible, an expected timeframe for a full response.

3. For anything more significant, for example, a request to speak with a manager, or a concern about the overall service, ask to be escalated, and you'll be given a named owner and a clear decision date.

You should never have to repeat your full history to multiple people, if that happens, let us know so we can fix it. We'd always rather hear a concern early than have it become a bigger issue later.