Legal
Complaints
We aim to resolve complaints fairly and promptly. This page explains how to raise one and what to expect.
How to complain
Email hello@approvetrail.co.uk with the word "Complaint" in the subject line, or write to 72 Highcross Street, Leicester, LE1 4NN, United Kingdom. Please include your order reference where relevant.
What to include
- Your name and the email address used for your order or enquiry.
- Your order reference, if the complaint relates to a purchase.
- A clear description of the issue and what outcome you are seeking.
- Copies of any relevant correspondence.
Acknowledgement and response timeframes
Complaints are acknowledged within one business day. A full response is normally provided within ten business days. If more time is needed to investigate, you will be told why and given a revised timeframe.
Escalation
If you are not satisfied with the response, you may ask for the complaint to be reviewed again, setting out why you disagree with the outcome. As an independent sole trader there is no separate internal appeals department, so any escalation is reviewed personally by the business owner.
Alternative dispute resolution and the ICO
If a complaint concerns a purchase and cannot be resolved directly, you may refer to an approved alternative dispute resolution provider, or pursue a claim through the small claims track of the courts of England and Wales.
If a complaint concerns the handling of personal data, you have the right to complain to the Information Commissioner's Office at ico.org.uk or by telephone on 0303 123 1113.
Contact
Questions about this document can be sent to hello@approvetrail.co.uk or posted to 72 Highcross Street, Leicester, LE1 4NN, United Kingdom.
ApproveTrail is independently owned and operated by Tilak Giri as a sole trader in the United Kingdom. This document is provided for transparency and does not constitute legal advice. It has not been reviewed or approved by a solicitor. Nothing in this document removes or limits your statutory rights as a consumer in the United Kingdom.
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