Complaints procedure
Effective
We want to get things right. If you’re unhappy with , how we’ve treated you, or how we’ve handled a report or a request, please tell us. Complaining won’t affect your account or how we treat you.
How to complain
- Use the contact form and choose “A complaint about our service”, or
- email with “Complaint” in the subject.
Please tell us your name, the email address on your account, what went wrong, and what you’d like us to do to put it right. Include any reference numbers (for example from a report or an invoice).
What happens next
- Acknowledgement within 2 working days. We’ll confirm we’ve received your complaint and give you a reference number.
- A full response within 10 working days. We’ll look into it, tell you what we found and what we’re doing about it. If we need longer, for example because we have to check with a supplier, we’ll tell you why and give you a new date.
- Review. If you’re not happy with our response, reply and ask for it to be reviewed by a director who wasn’t involved. We’ll respond within a further 10 working days with our final position.
Payments and refunds
Paddle.com is our reseller and merchant of record. For a disputed charge we’ll work with Paddle to resolve it. You can also contact Paddle directly by replying to your receipt. Refunds are covered by our refund policy.
Personal data
If your complaint is about how we handle personal data and you’re not satisfied with our response, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113, or to your local data protection authority.
Consumers
The service is designed for business use. If you use it as a consumer in the UK, you may also be able to use an alternative dispute resolution provider, or bring a claim in the small claims court. Nothing in this procedure affects your legal rights.
Records
We keep a record of each complaint, our response and the outcome for 3 years, to help us improve and to show how we handled it. See the privacy notice.