GoTo COMPLAINTS Code of Practice
LogMeIn Technologies UK Ltd (" GoTo") is a private limited company registered in England with company number 10057996. GoTo provides a portfolio of unified communications and collaboration, customer engagement and support, and identity and access management services designed to simplify how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses.
While GoTo makes every effort to ensure our users are satisfied with our services at all times, we understand that, despite our best efforts, things can go wrong. GoTo takes all customer complaints and concerns seriously, has created a defined process, and is committed to addressing issues and complaints in a fair and timely manner.
This Code sets out how you can make a complaint to us, what to expect if you do and what you can do if the complaint is not handled to your satisfaction. Please contact us if you require this information to be sent to you in an alternative format (e.g. via e-mail, physical copy, in large format, in Braille, etc.).
II. How to make a complaint
GoTo’s Customer Support Department is available to handle all day-to-day service changes, setup, and account/billing inquiries. If you have any issues that fall outside of this or if you have already contacted our team and do not feel you have received an appropriate level of support, you may report a complaint through the following means: (a) going to contact us; (b) calling +44 (0) 2075 510255; and/or (c) writing to us at Attn: Complaints Department, LogMeIn Technologies UK Ltd, 5th floor, Ramillies Buildings, 1-9 Hills Place, Westminster, London W1F 7SA United Kingdom.
It will help us to investigate your complaint if you clearly identify the nature of the complaint and any relevant history, including case references where appropriate.
III. What to expect
We endeavor to resolve all complaints to the satisfaction of our customers within eight (8) weeks. When we receive your concern or complaint, our advisors may ask questions to verify your identity and will seek to resolve a problem quickly (i.e. while you are on the line for a call or chat). Complaints will be acknowledged within two (2) business days of receipt. During the acknowledgement process, we will assign you a tracking number, advise of our process to investigate the matter (intended to resolve it to your satisfaction), and provide approximate timeframes in which we will endeavor to carry out the investigation
Our advisors will be in contact with you on a regular basis and will promptly provide you information on the outcome of the investigation, once it has been concluded in a manner intended intend to satisfy any concern or issue to your reasonable satisfaction.
IV. How to escalate a complaint
If you feel your complaint is not being handled to your satisfaction you can escalate it to a senior manager and/or support lead. The methods for doing this are the same as for the initial complaint: in writing, by phone or via the support case, but this time stating that you wish your complaint to be escalated to a senior manager and/or support lead.
V. Alternative dispute resolution (ADR) scheme
While we will always endeavor to resolve your complaint quickly and efficiently, in some cases, a neutral third party is available and may be required to resolve a dispute. You may ask for help through the Ombudsman Service (“OS”), an independent organization approved by Ofcom to provide ADR services if:
- we were unable to resolve your complaint after eight (8) weeks;
- if you have received an “ADR letter” from us stating that your complaint has reached a "deadlock"; or
anytime under the following circumstances:
- GoTo informs you about the outcome of its investigation into the complaint;
- You have told GoTo that you are dissatisfied with the proposed response; and
- GoTo does not intend to take any additional steps to resolve your complaint in a different manner and to your reasonable satisfaction.
OS will conduct a detailed case review and make an independent and objective third-party decision or recommendation. As a participant in the ADR scheme, GoTo will be bound by OS’ decision, however you are entitled to reject the proposed decision and seek alternative remedies.
You may find OS’ contact information in Section VI below. Additionally, in order to refer a complaint to OS, please use the Ombudsman Services Website.
Please be aware that notice of any billing disputes must be in writing with reasonable detail and received by us at our address above within one (1) year of the date of the disputed charge or you will irrevocably waive any such objection.
*ADR is available for utilization to resolve disputes between a participating member company (GoTo) and individual customers and business customers with ten (10) employees or less.
VI. Contact details
GoTo’s UK Office
LogMeIn Technologies UK Ltd
Ramillies Buildings, 1-9 Hills Place,
Westminster, London W1F 7SA
Telephone: +44 (0) 2078 514270
GoTo’s Customer Support Team
To reach our Global Customer Support team you may contact us, call +44 (0) 2075 510255 and/or write to us at the address above.
Office of Communications (Ofcom)
Ofcom can be reached at:
2a Southwark Bridge Road
Phone: 020 7981 3040
Fax: 020 7981 3333
The Ombudsman Service
The Ombudsman Service can be reached at:
Ombudsman Services: Communications
PO Box 730
Email/Contact Form: https://www.ombudsman-services.org/about-us/contact-us
Web site: https://www.ombudsman-services.org/
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600