Complaints

1. How to complain

You can complain in whichever way is easiest for you:

• Email: office@unitedpress.uk (preferred, so there is a written record);
• Phone or WhatsApp: 07447 882377;
• Post: United Press, Brook’s Mews, Bond Street, London W1K 4HA.

You do not need to use any particular form of words. If you tell us you are unhappy with something, we will treat it as a complaint.

2. What to include

• your name, company and the email address used for the order;
• your order reference or the date of your order confirmation;
• what you expected, what happened instead, and when;
• any links, screenshots or emails that help explain the problem;
• what you would like us to do to put it right.

3. What happens next

1. Acknowledgement within two working days. We confirm we have received your complaint and tell you who is handling it.
2. Investigation. We review what happened against your written order confirmation, our Terms & Conditions and our Editorial & Disclosure Policy, and we may ask you for more information.
3. Full response within ten working days. We explain what we found, whether we agree with the complaint and what we will do about it. If we need longer, for example because a publication has to be consulted, we tell you why and when you can expect our answer.
4. Putting it right. Depending on the issue, this may mean completing the work, arranging a replacement placement with your written agreement, correcting published content, or issuing a refund.

4. Refund requests

Refund requests are handled under our Refund Policy. Where a guarantee has not been met, you are entitled to a 100% refund for the part of the order that was not delivered as agreed, issued within 14 days of us confirming that the refund applies.

5. If you are not satisfied

If you are unhappy with our response, reply to the same email and ask for your complaint to be escalated. It will be reviewed by the founder, Jigar Thakkar, who will respond within a further ten working days.

This process does not affect your legal rights. If you buy from us as a consumer, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and you may seek independent advice from Citizens Advice. Concerns about advertising or the labelling of published content can also be raised with the Advertising Standards Authority.

6. Privacy complaints

If your complaint is about how we have handled your personal information, email office@unitedpress.uk and we will respond under our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk.