Nera – Complaints

UK voluntary-code complaints handling: SLA-tracked private CPT, Fluent Forms integration, ADR escalation, and GDPR retention. Implements a complaints process aligned with UK voluntary codes of practice for online competitions and prize promotions. Fluent Forms submissions are logged as private complaint records (a custom post type) with configurable SLA timeframes: Acknowledgement deadline — default 5 working days. Full response deadline — default 40 working days. Daily cron checks overdue complaints and emails a digest to the designated address. Theme Settings → Nera Features → Complaints: Enable Complaints – master on/off switch. Linked Form – select the Fluent Forms form that captures complaints. Field Mapping – map form field keys to name/email/phone/order/category/message. Acknowledgement Days / Response Days – working-day SLA deadlines. Bank Holidays – one Y-m-d per line; excluded from working-day calculations. Notification Email – address that receives new complaint and overdue-digest emails (defaults to site admin). ADR Details – name, URL, email, and phone of the Alternative Dispute Resolution body, surfaced via the [neracomplaintsadr] shortcode. Retention