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Joel said :
Should you not be satisfied with the outcome of that then the Terms and Conditions cover a situation in which you want to take it a step further, which happens to be the second sentence of section 22. (Complaints), the section which you already mentioned in your original post;

Original message details are unavailable.

22. COMPLAINTS
If you are dissatisfied with a Jagex Product or any aspect of it, please contact us via the customer support section of the Jagex Product website

here

.

If you are unhappy with the outcome of your complaint

, please write to our registered office above providing us with the following information: your name, username, email address, the full details of your complaint, Jagex’s previous response to your complaint and why you disagree with the outcome. Please mark the letter for the attention of the “Customer Support Complaints Team”.
See, the problem is not having a place to submit a complaint... because the "

here

" link leads to this page:

https://support.runescape.com/hc/en-gb/sections/360000236977-Contact-Us

Which leads to this page:

https://support.runescape.com/hc/en-gb/articles/209198029-Contact-Customer-Support

Which refers you to section 20 (not 22) of the T&C, which simply refers you back in a circle.

The whole "

If you are unhappy with the outcome of your complaint, please write to our registered office

" doesn't apply, because I would need to submit a complaint to the appropriate channel first.

What's the appropriate channel?

You've answered the question "What to do if I do if I'm unhappy about the outcome of my complaint", but, I never asked that question.

I asked where I can submit the complaint.

If I wish to submit a formal complaint, what is the appropriate channel that I'm welcome to submit it through? I'm better than you, but that doesn't mean you're not great!

27-Jan-2021 15:01:01 - Last edited on 27-Jan-2021 15:03:37 by NexOrigin

What kind of link should Jagex offer then,

'are you dissatisfied with current Customer support'

?

Everybody knows what effect that will have.

27-Jan-2021 15:09:34

FMR is not an avenue to submit a formal complaint btw before anyone mentions this, because if it was, then the original Jagex mod who mentioned the Terms (which, in actuality, are limited by the laws of England & Wales anyway and any Unfair Terms are non-enforceable via Her Majesty’s Courts & Tribunals Service), would have mentioned that

The Jagex mod did not mention FMR as the avenue for all formal complaints. It is not even a formal complaint mechanism if all responses are made public...

This is the correct forum to discuss any issue about website links and complaint forms.

27-Jan-2021 15:09:35

27-Jan-2021 15:27:01

Joel said :
I can certainly pass on the point of a reference to Sec. 20 rather than 22 in the Customer Support area but in the meantime the above should hopefully help. Thanks. Appreciate it.

Although, it appears that rather than changing it from "section 20" to "section 22", they just removed "If you would like to make a complaint please see section 20 of our Terms and Conditions." entirely from the support section Contact Us page.

Joel said :
Customer Support has a bunch of links about whether you're unhappy about a technical issue, an account ban, payment related issues and so on. I don't see that. I see links for getting assistance with issues, but, none for if you're unhappy or have a complaint.


Joel said :
I'm not privy to the nature of your complaint so I can't really say "You need to do X" Here's what it comes down to:

Mod Kari said :

Original message details are unavailable.

To further quote the terms; "If you are dissatisfied with a Jagex Product or any aspect of it, please contact us via the customer support section of the Jagex Product website".
...
If you wish to make a formal complaint, you're welcome to submit it through the appropriate channels.

So, I'm lead to believe that there is an appropriate channel to submit formal complaints through via the customer support section of the Jagex Product website. I'm better than you, but that doesn't mean you're not great!

27-Jan-2021 15:36:40

27-Jan-2021 15:44:38

Aeroxmaster said :
LOL - I find it funny how quickly they managed to remove the section 20 line from their support pages I know, meanwhile I've been trying to get them to update the rules in the highly outdated Forum Offence System for years (last updated in 2014).

I was impressed how quickly the support page was edited though. I'm better than you, but that doesn't mean you're not great!

27-Jan-2021 15:54:09 - Last edited on 27-Jan-2021 15:54:30 by NexOrigin

Joel said :
So having said all that and not really knowing the nature of your complaint (if you have one), if it's that important or serious I'm sure the 'write a letter' scenario becomes more relevant if none of the above seems to fit. How long do you think it would take (considering the current climate) for a letter in the mail to go from Canada to the UK? And how much would that cost?

Surely, if a Jagex employee is telling a customer that "If you are dissatisfied with a Jagex Product or any aspect of it, please contact us via the customer support section of the Jagex Product website" and "If you wish to make a formal complaint, you're welcome to submit it through the appropriate channels" then surely there is somewhere on the website to submit a formal complaint, beyond simply a FH/FMR complaint.

If I have a complaint about a policy, or the actions/inactions of a Jagex employee, etc., where would that be submitted on the website? Obviously it's not the forums, right? So where would that be?

What's the appropriate channel?
(It's an open question to anyone, Fmods, JMods, players, anyone who has the answer)


Maybe you could just ask Mod Kari what the appropriate channel is? I'm better than you, but that doesn't mean you're not great!

27-Jan-2021 16:04:45 - Last edited on 27-Jan-2021 16:12:57 by NexOrigin