Complaints Policy

Our Commitment

At EverFold Ltd, we are committed to providing excellent customer service. We value all feedback from our customers and take complaints seriously. This policy explains how we handle complaints to ensure they are dealt with fairly, consistently, and promptly.

What is a Complaint?

A complaint is any expression of dissatisfaction about our products, services, or the way we have handled a matter. This can include:

• Issues with product quality or printing
• Delivery problems or delays
• Customer service concerns
• Billing or payment disputes
• Website or technical issues
• Data protection concerns

How to Make a Complaint

You can submit a complaint through any of the following methods:

• Email: hello@everfold.co.uk
• Postal Mail:
  EverFold Ltd
  PO Box 9723
  Bristol
  BS34 9NT
  United Kingdom

Please include the following information in your complaint:

• Your full name and contact details
• Your order number (if applicable)
• Clear description of the issue
• What you would like us to do to resolve it
• Any relevant supporting documents or photos

Our Complaints Handling Process

Stage 1: Acknowledgement (Within 24 Hours)

We will acknowledge receipt of your complaint within 24 hours (excluding weekends and bank holidays). This acknowledgement will include:

• A reference number for your complaint
• The name of the person handling your complaint
• An estimated timeframe for resolution

Stage 2: Investigation (Within 5 Business Days)

We will thoroughly investigate your complaint by:

• Reviewing your order and account history
• Examining any relevant documentation
• Speaking with relevant team members
• Where necessary, requesting additional information from you

Stage 3: Resolution (Within 10 Business Days)

We aim to resolve all complaints within 10 business days. We will contact you with:

• Our findings from the investigation
• Any actions we will take to resolve the issue
• Any compensation or remedy we are offering (if applicable)

If You Are Not Satisfied

If you are not satisfied with our initial response, you can request an escalation. Your complaint will be reviewed by a senior manager who will:

• Re-examine all aspects of your complaint
• Review the initial handling of your complaint
• Provide a final response within 5 business days

External Resolution

If we cannot resolve your complaint to your satisfaction, you have the right to seek independent help. You may contact:

• Citizens Advice Consumer Helpline
  Phone: 0808 223 1133
  Website: www.citizensadvice.org.uk
• Trading Standards
  Contact via Citizens Advice
• Small Claims Court: For disputes under £10,000 in England and Wales

Compensation

Where we have made an error, we may offer compensation in the form of:

• Refund or partial refund
• Replacement product
• Discount on future orders
• Goodwill gesture (at our discretion)

The type and amount of compensation will depend on the nature and severity of the issue.

Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with our Privacy Policy and UK data protection laws. We will only use the information you provide to investigate and resolve your complaint.

Learning from Complaints

We use complaints as an opportunity to learn and improve. We regularly review complaint patterns to identify systemic issues and make improvements to our products, services, and processes.

Contact Us

If you have any questions about this complaints policy or wish to submit a complaint, please contact us:

Email: hello@everfold.co.uk

Address:
EverFold Ltd
PO Box 9723
Bristol
BS34 9NT
United Kingdom