Complaints Policy

Last updated: 8 June 2026

1. Purpose

This policy explains how to raise a complaint about our services or website. We take all complaints seriously and aim to resolve them fairly and promptly in accordance with UK consumer protection standards.

2. How to Complain

You may submit a complaint using any of the following methods:

Please include your full name, contact details, a clear description of the issue, and any relevant reference numbers or dates.

3. Our Process

Step 1 — Acknowledgement

We will acknowledge your complaint within 2 working days of receipt.

Step 2 — Investigation

We will investigate your complaint thoroughly and may contact you for further information. We aim to provide a full written response within 14 working days.

Step 3 — Resolution

If we uphold your complaint, we will explain the remedial action taken. This may include a refund, service credit, apology, or other appropriate remedy under the Consumer Rights Act 2015.

4. Escalation

If you are dissatisfied with our response, you may request escalation to a senior member of our team by writing to the same address within 14 days of receiving our initial response. A senior review will be completed within 14 working days.

5. Alternative Dispute Resolution

If we cannot resolve your complaint, you may refer the matter to an approved Alternative Dispute Resolution (ADR) provider. Information is available from the UK Government consumer protection guidance.

You may also seek advice from:

6. Records

We retain records of all complaints for a minimum of 3 years for quality assurance and regulatory purposes.

7. Contact

Removevivcharge, Industrial Estate, 1 Severnvale, Knowlesands WV16 5JL, United Kingdom. Telephone: +44 1746 218711.