Complaints procedure

People come to us because they have already been messed about by someone else. If we add to that, we want to hear about it and fix it.

First — is this about us, or about your claim?

These are different things, and the route differs:

• A provider rejected your claim. That decision belongs to the merchant, your bank or the card scheme, not to us. We can tell you what they said and whether an appeal route exists. Message your case handler from the claim page.
• We handled it badly. Missed a deadline, gave you poor information, charged you incorrectly, treated you carelessly. That is a complaint, and it belongs here.

How to complain

Email support@securerefund.online with “Complaint” in the subject, or use the contact form and choose Complaint as the topic.

Please include, where you can:

• Your claim reference, if it relates to one
• What happened, and when
• What you would like us to do about it

You do not need to use formal language, and you do not need to know which rule was broken. Plain description is enough.

What happens next

1. Within 3 business days — we acknowledge your complaint and tell you who is handling it.
2. Within 15 business days — we give you our answer: what we found, whether we agree, and what we are doing about it. If it is complicated we will tell you why and give you a date.
3. Within 35 business days — a final response at the latest, even in complex cases.

A complaint will never affect how we handle your claim. The person investigating will not be the person the complaint is about, wherever our size allows it.

If you are still not satisfied

Ask us to escalate it and a second reviewer will look at it fresh.

Beyond that, your route depends on where you are and on how this service is regulated in your jurisdiction — see «Regulator and licence number, if applicable». If your complaint concerns how we handled your personal data, you can go to your data protection authority; in the UK that is the Information Commissioner's Office. Our privacy policy has the detail.

What we track

Every complaint is logged with what was raised, what we found and what we changed. We would rather fix a pattern once than apologise for it repeatedly.