Complaints policy

Effective date: [TBC with Tracey: go-live date]

If something has gone wrong, email tracey@unboundglobal.co. [TBC with Tracey: does the registered office accept customer post] Please explain the issue, relevant order or account details, and the resolution you are seeking. You do not need to disclose private reflections unless necessary for the complaint.

We aim to acknowledge general complaints within five working days and provide a substantive response within 20 working days. If more time is needed, we explain why and give a revised timeframe. For data-protection complaints, we acknowledge within 30 days and respond without undue delay. These service targets do not extend statutory refund or rights-request deadlines.

We investigate the relevant records, explain our findings and provide any remedy due. If you disagree, request a review by stating what remains unresolved. We will arrange a further review, with a different reviewer where reasonably possible.

If a consumer dispute remains unresolved, we will provide information about an appropriate certified alternative dispute resolution provider where required and state whether we are obliged or willing to participate. This policy does not promise membership of an ADR scheme. You retain your rights to seek legal remedies and to complain to a relevant regulator. For data-protection matters, see https://ico.org.uk/make-a-complaint/.