Complaints, privacy & abuse requests

Version 2026-10-06.1 · Prepared 6 October 2026

Pre-launch policy draft. Operator, hosting, provider and retention details still need completion. This text is not confirmation that the service has launched or received legal approval.

Contact and information

Write to the contact channel shown on your order or account invitation, or use the signed-in support page, giving your account/reference, relevant dates, what happened and the outcome you seek. Non-users may use the published contact email. Do not send passwords, API keys or unnecessary sensitive records. Identify urgent security or unwanted-marketing reports in the subject.

How we handle a complaint

We aim to acknowledge within five working days and provide a substantive response within twenty working days, or explain the delay and next update. These are service targets, not a restriction of statutory time limits. A different reviewer will reconsider an unresolved complaint where practicable. We retain only proportionate case records under the retention schedule.

Other routes

You may contact the relevant regulator, seek advice or use the courts. Data protection complaints can be taken to the ICO where appropriate. We do not claim membership of an ombudsman or alternative dispute scheme unless named in the order. Nothing here requires you to abandon statutory rights, truthful reviews, regulator reports or valid payment disputes.

Related policies: Privacy · Terms · Cookies · Contact and complaints