Complaints Procedure

Last updated: [TODO — set on publication]

If something has gone wrong, tell us. We would rather fix it than lose your trust.

Step 1 — Contact us

You will get an automatic confirmation straight away.
A real person will reply within 24 hours (our target, including weekends).
Write in the language you are most comfortable with. Simple English is fine. We will do our best with other languages too.

Tell us what happened and what you would like us to do. You do not need any special format.

Step 2 — Our response

We aim to resolve most complaints within 5 working days. If we need longer (for example, we need to check something with a payment provider), we will tell you why and when to expect an answer.

Step 3 — Escalation

If you are not happy with the first answer, reply and say so. Your complaint will be reviewed by [TODO: named senior person / founder] — someone different from whoever answered first. You will get a final written response within 10 working days of escalating.

Step 4 — If we still cannot agree

Refund and payment disputes: you can also raise a dispute with your card issuer, bank, or PayPal. We will not penalise you for doing so.
Data protection complaints: you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or 0303 123 1113.
Alternative dispute resolution (ADR): we are not currently signed up to a certified ADR scheme, and we are not legally required to be. If a dispute reaches deadlock, we will consider ADR on a case-by-case basis. You always keep your right to go to court. [TODO: lawyer to confirm this wording.]

Refunds are not complaints

You never need to complain to get a refund you are entitled to. Use the self-serve refund form in Settings → Refund — see our [Refund and Cancellation Policy](./refunds.md).