Hi @kirstyS
There’s been a bit of discussion on the Forum around member disputes and complaints, and I’m working on a post for the Forum to help clarify how things work, but ultimately, a member dispute and a complaint are the same thing. You might find my reply on another thread useful as well with regards to how we refer to disputes/complaints.
You can read more here about the Member Disputes Process, which is how members can escalate issues to the Resolutions team. It also refers to the process as the complaints process, so it’s easy to see how there can be some confusion over the wording.
I’ve double-checked and can see that you were initially dealt with by Membership Services, who then escalated your concerns to the Resolution team. Your complaint is being handled by the Resolutions team now, so I feel your case is being escalated appropriately!
Jenny