Sonder will respond to your complaint in a fair, timely and unbiased way.
We will receive your complaint in good faith and you will not be disadvantaged in any way as a result of making a complaint.
Any necessary actions to resolve the issue will be carried out to the best of our ability and we will always work with you to try and find a satisfactory resolution.
Feedback and complaints are treated respectfully and confidentially. You can remain anonymous if you want to. We will only involve relevant staff members as required to resolve issues.
Depending on the nature of your feedback, the matter may be resolved immediately. It may take longer to resolve if we need to make further enquiries or if your feedback relates to a more complex issue.
How to submit a complaint to an external agency
If you don’t want to make your complaint to Sonder, we can support you to make a complaint to an external organisation including, but not limited to: