Complaints

How to complain

Email support@business.simplecard.example, use our contact form or write to Valesta Group LTD, 60 Tottenham Court Road, Suite 5062a, Fitzrovia, London, W1T 2EW, United Kingdom.

To help us deal with it quickly, please tell us:

• your name and how to contact you;
• your order number, if the complaint is about an order;
• what went wrong, with photos if it is about the cards or the parcel; and
• what you would like us to do to put it right.

If your complaint is about a faulty, damaged or misprinted item, our returns page explains what we will do.

What happens next

1. We aim to acknowledge your complaint within 2 working days.
2. We will look into it and aim to send you a full reply within 14 days. If we need longer, we will tell you why and when to expect our answer.
3. If you are not happy with our reply, ask for your complaint to be reviewed by a director of the company. We will send you the director's decision in writing.

If we cannot agree

If we cannot settle your complaint, we will tell you so in writing. We will also give you the name and website of a certified alternative dispute resolution (ADR) provider and tell you whether we agree to use it. ADR is a way to settle a dispute with the help of an independent person, without going to court.

If you are a consumer, you can get free, impartial advice from:

• Citizens Advice (England and Wales), consumer helpline 0808 223 1133;
• Advice Direct Scotland (Scotland); or
• the Consumer Council (Northern Ireland).

You can also take a claim to court. Claims for smaller amounts can use the small claims procedure. None of this affects your legal rights.

Complaints about your personal data

Email data-officer@simplecard.io. We will acknowledge your complaint within 30 days. If you are not happy with our answer, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy notice has more details.