Contact And Complains
December 2025
December 2025
(Version 1.1)
Introduction
GoGorilla Media and Technologies Group Ltd is committed to providing accessible and responsive channels for all enquiries and concerns. This document outlines the official contact information for all departments and details the company's comprehensive complaints procedure. The procedure is designed to ensure that any issues are addressed in a prompt, fair, and consistent manner.
Company Contact Information
GoGorilla Media and Technologies Group Ltd
Registered Office:
GoGorilla Media and Technologies Group Ltd
[Company Registered Address]
[City, Postal Code]
United Kingdom
General Enquiries:
Email: info@gogorilla.com
Phone: [Company Phone Number]
Website: www.gogorilla.com
Business Hours:
Monday to Friday: 9:00 AM - 5:00 PM GMT
Saturday and Sunday: Closed
UK Public Holidays: Closed
Our Respective Roles
Website: www.gogorilla.com
Social Media: Follow us for updates and tips
LinkedIn: [LinkedIn Profile]
Twitter: [Twitter Handle]
Facebook: [Facebook Page]
Data Protection and Privacy Contacts
Data Protection Officer (DPO)
Description
Email: privacy@gogorilla.com
Phone: [DPO Direct Line]
Post: Data Protection Officer, GoGorilla Media and Technologies Group Ltd, [Registered Address]
Privacy Questions: General questions about how we handle your data
Policy Clarification: Questions about our privacy policies and procedures
Data Protection Concerns: Concerns about how your data is being processed
Compliance Questions: Questions about our data protection compliance
Privacy Rights Requests
For All Data Subject Rights Requests
Including access, rectification, erasure, portability, and objection requests:
Contact Methods:
Email: privacy@gogorilla.com
Online Portal: [Privacy Portal URL] (fastest method)
Post: Privacy Rights Team, [Registered Address]
What We Need:
Clear Request: Specify which right you want to exercise
Identity Verification: Proof of identity to protect your data
Specific Information: Details about the data or processing you're concerned about
Preferred Response: How you'd like to receive our response
Response Times:
Acknowledgement: Within 2 business days
Full Response: Within 30 days (may be extended to 60 days for complex requests)
Updates: Regular updates if your request takes longer than expected
Data Breach Reporting
If you believe there has been a data breach affecting your personal information:
Emergency Contacts:
Email: security@gogorilla.com (monitored 24/7)
Phone: [Emergency Security Line] (24/7 emergency line)
What to Include:
Description: What happened and when you noticed it
Affected Data: What type of data might be affected
Evidence: Any evidence you have of the potential breach
Contact Details: How we can reach you for follow-up
Our Response:
Immediate Acknowledgement: Within 2 hours
Initial Assessment: Within 6 hours
Full Investigation: Comprehensive investigation and response
Regular Updates: Keep you informed throughout the process
Customer Service and Support
Customer Support
Email: support@gogorilla.com
Phone: [Customer Support Number]
Live Chat: Available through your user account dashboard
Support Hours: Monday to Friday, 8:00 AM - 8:00 PM GMT
What We Help With
Account Questions: Questions about your account and services.
Service Issues: Problems with our services or platform.
How-To Guidance: Help using our platform and features.
General Support: Any other questions or concerns.
Response Times
Live Chat: Immediate response during business hours.
Email: Within 4 hours during business hours.
Phone: Immediate response during business hours.
Complex Issues: May require additional time for thorough resolution.
Technical Support
Technical Support Team
Email: technical@gogorilla.com
Phone: [Technical Support Number]
Emergency Technical Issues: [Emergency Technical Line] (24/7)
Technical Issues We Handle:
Platform Problems: Issues with platform functionality.
Integration Support: Help with integrations and APIs.
Performance Issues: Platform performance and speed concerns.
Bug Reports: Reporting and resolving software bugs.
Emergency Technical Support:
24/7 Availability: For critical technical issues.
Immediate Response: Response within 30 minutes for emergencies.
Escalation: Automatic escalation to senior technical staff.
Status Updates: Regular updates until resolution.
Account and Billing Enquiries
Billing Support
Email: billing@gogorilla.com
Phone: [Billing Support Number]
Hours: Monday to Friday, 9:00 AM - 6:00 PM GMT
Billing Support Includes
Invoice Questions: Questions about invoices and charges.
Payment Issues: Problems with payments or billing.
Account Changes: Changes to billing information or payment methods.
Refund Requests: Processing refund requests and adjustments.
Payment Support
Multiple Payment Methods: Support for various payment options.
Secure Processing: All payments processed securely through our partners.
Billing Transparency: Clear explanation of all charges and fees.
Flexible Options: Flexible payment terms for client.
Complaints Procedure
GoGorilla Media and Technologies Group Ltd is committed to a fair, consistent, and timely resolution of all complaints. This procedure outlines the four key stages of our complaint handling process.
Step 1: Initial Contact
How to Raise a Complaint
Email: complaints@gogorilla.com (preferred method)
Phone: [Complaints Line]
Post: Complaints Team, GoGorilla Media and Technologies Group Ltd, [Registered Address]
Online Form: [Complaints Form URL] (convenient online option)
What to Include
Clear Description: Detailed description of your complaint
Supporting Evidence: Any relevant documents or evidence
Desired Outcome: What you'd like us to do to resolve the issue
Contact Preferences: How you'd prefer us to communicate with you
Tips for Effective Complaints
Be Specific: Provide specific details about dates, times, and people involved
Stay Factual: Focus on facts rather than emotions
Be Clear: Clearly state what you want us to do
Keep Records: Keep copies of all correspondence
Step 2: Complaint Acknowledgement
All complaints will be acknowledged within two business days of receipt.
What You'll Receive
Complaint Reference Number: Unique reference for tracking your complaint
Assigned Handler: Name and contact details of your complaint handler
Expected Timeframe: When you can expect resolution
Rights Information: Information about your rights and next steps
Acknowledgment Methods
Email Confirmation: Detailed email confirmation with all information
Phone Follow-Up: Phone call if you prefer verbal communication
Written Confirmation: Posted confirmation if requested
Online Tracking: Access to online complaint tracking system
Step 3: Investigation and Resolution
Our Investigation Process
Thorough Review: Comprehensive review of all relevant information
Evidence Gathering: Collection of all relevant evidence and documentation
Fair Assessment: Impartial assessment of the situation
Solution Development: Development of appropriate solutions
Resolution Timeframes
Simple Complaints: 5 business days
Complex Complaints: 15 business days
Exceptional Circumstances: 30 business days (with regular updates)
During Investigation
Regular Updates: Updates every 3-5 business days
Additional Information: Requests for any additional information needed
Progress Reports: Clear progress reports on investigation status
Direct Contact: Direct contact with your complaint handler
Step 4: Final Response
Our Final Response Includes
Complaint Summary: Clear summary of your complaint
Investigation Findings: What we found during our investigation
Our Decision: Our decision and reasoning
Remedial Action: Any action we're taking to resolve the issue
External Options: Information about external complaint options if you remain dissatisfied
Types of Outcomes
Complaint Upheld: We agree with your complaint and will take action
Complaint Partially Upheld: We agree with some aspects and will take partial action
Complaint Not Upheld: We don't agree with your complaint but explain why
Alternative Resolution: We propose an alternative solution
External Complaint and Regulatory Contacts
Regulatory Bodies
If you're not satisfied with our response, you can escalate your complaint to the relevant regulatory body:
Information Commissioner's Office (ICO)
For data protection and privacy complaints
Website: ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Advertising Standards Authority (ASA)
For advertising and marketing complaints
Website: asa.org.uk
Phone: 020 7492 2222
Online Complaint Form: asa.org.uk/make-a-complaint
Financial Ombudsman Service
For financial services complaints (via our regulated partners)
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Citizens Advice
For general consumer advice and support
Website: citizensadvice.org.uk
Phone: 03454 04 05 06
Local Offices: Find your local Citizens Advice office online
Legal and Regulatory Enquiries
Legal Department
Email: legal@gogorilla.com
Phone: [Legal Department Number]
Post: Legal Department, GoGorilla Media and Technologies Group Ltd, [Registered Address]
Legal Enquiries Include:
Contract Questions: Questions about terms and conditions
Legal Compliance: Questions about our legal compliance
Partnership Agreements: Legal questions about partnerships
Regulatory Matters: Legal aspects of regulatory compliance
Regulatory Affairs
Email: regulatory@gogorilla.com
Phone: [Regulatory Affairs Number]
Compliance Questions: Questions about regulatory compliance
Policy Clarification: Clarification of regulatory policies
Industry Standards: Questions about industry standards and best practices
Regulatory Changes: Information about regulatory changes and updates
Media and Press Enquiries
Email: press@gogorilla.com
Phone: [Press Office Number]
Press Releases: Information about company announcements
Interview Requests: Requests for interviews with company executives
Company Information: General company information for media
Industry Commentary: Expert commentary on industry developments
Our Complaint Response Standards
Our Commitments
What You Can Expect
Fair Treatment: All complaints treated fairly, consistently, and promptly.
Thorough Investigation: Complete and impartial investigation of all complaints.
Clear Communication: Clear explanations of our decisions and reasoning.
Continuous Improvement: Learning from complaints to improve our services.
Escalation Rights: Respect for your right to escalate unresolved complaints.
Quality Standards
Professional Service: Professional, courteous service throughout the process.
Timely Response: Response within our published timeframes.
Complete Resolution: Thorough resolution of all aspects of your complaint.
Follow-Up: Follow-up to ensure you're satisfied with the resolution.
Your Rights
Throughout the Complaints Process
Acknowledgement: Receive acknowledgement within 2 business days.
Progress Updates: Be kept informed throughout the investigation.
Timely Response: Receive final response within published timeframes.
External Escalation: Escalate to external bodies if dissatisfied.
Process Review: Request review of complaint handling if inadequate.
Additional Rights
Representation: Right to have someone represent you in the complaint.
Documentation: Right to receive copies of all relevant documentation.
Appeal: Right to appeal our decision through appropriate channels.
Compensation: Right to appropriate compensation where applicable.
Quick Contact Reference
Emergency Contacts (24/7)
Most Common Enquiries
Business Hours
Security Issues:
security@gogorilla.com
Technical Emergencies:
[Emergency Technical Line]
General Questions:
info@gogorilla.com
Customer Support:
support@gogorilla.com
Privacy Rights:
privacy@gogorilla.com
Complaints:
complaints@gogorilla.com
Billing:
billing@gogorilla.com
Customer Support: Monday-Friday, 8:00 AM - 8:00 PM GMT
General Office: Monday-Friday, 9:00 AM - 5:00 PM GMT
Billing Support: Monday-Friday, 9:00 AM - 6:00 PM GMT
We're here to help, and we want to make it as easy as possible for you to get the support you need. Whether you have a simple question or a complex concern, we're committed to providing excellent service and fair resolution.
Last Updated: December 2025
Version: 1.1
