How to complain
Email: info@returnmeplz.com
Form: returnmeplz.com/contact
Post: ReturnMePlz, Lytchett House, 13 Freeland Park, Wareham Rd, Poole, Dorset BH16 6FA
Tell us what happened, when, and what you would like us to do about it. Include your order number or the email address on your account if you have one. You do not need an account to complain, and you do not need to have bought anything.
You can complain electronically or by post, whichever suits you.
What we do about it
| Stage | What happens | When |
|---|---|---|
| 1. Acknowledgement | We confirm we have your complaint and tell you who is dealing with it | Within 2 working days |
| 2. Investigation | We look into it, ask you for anything else we need, and keep you posted if it is taking a while | |
| 3. Answer | We write to you with our decision, what we are doing about it, and why | Within 10 working days of acknowledging it |
| 4. Review | If you are not satisfied, tell us and we will look at it again. Come back to us within 30 days if you can, but we will not refuse a review simply because longer has passed | Within 10 working days |
- What happens
- We confirm we have your complaint and tell you who is dealing with it
- When
- Within 2 working days
- What happens
- We look into it, ask you for anything else we need, and keep you posted if it is taking a while
- When
- What happens
- We write to you with our decision, what we are doing about it, and why
- When
- Within 10 working days of acknowledging it
- What happens
- If you are not satisfied, tell us and we will look at it again. Come back to us within 30 days if you can, but we will not refuse a review simply because longer has passed
- When
- Within 10 working days
If a complaint is complicated and we need longer, we will tell you why and give you a new date.
Different kinds of complaint
Some complaints have their own rules, so it helps to know which sort yours is. Use the same contact details for all of them, we will route it.
About a product or an order
Faulty goods, a missing parcel, a refund that has not arrived, anything about buying from us. We handle these under the process above.
If we cannot resolve it between us: you can get free, independent advice from Citizens Advice consumer service on 0808 223 1133 or at https://www.citizensadvice.org.uk/consumer/. We are not obliged to use an alternative dispute resolution scheme and we do not currently subscribe to one; if we reach deadlock we will write to you naming an accredited ADR provider and telling you whether we are willing to take part. You can also take the matter to court: your legal rights are unaffected by this policy.
About how we handle your personal information
Anything about your privacy, a request to see or delete your data, or an objection to how we use it.
We must, and will: acknowledge your complaint within 30 days, take appropriate steps to look into it, keep you informed of progress, and tell you the outcome.
If you are not satisfied, you can complain to the Information Commissioner's Office. You can go to the ICO at any time: you do not have to come to us first, though it is usually quicker.
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF · 0303 123 1113 · https://ico.org.uk/make-a-complaint/
About something someone sent you through ReturnMePlz
Abusive, threatening, dishonest or illegal content in a recovery conversation, or a person misusing a tag.
Report it at info@returnmeplz.com or with the report link in the conversation. You can report content whether or not you have an account. We aim to acknowledge within 2 working days and review promptly; where we have reason to believe content is illegal we take it down swiftly. Our Acceptable Use Policy sets out what is not allowed and what we do about it.
If you are in immediate danger, call 999. For online safety concerns about children, contact the NSPCC on 0808 800 5000 or CEOP at https://www.ceop.police.uk/safety-centre/.
If you are not satisfied with how we handled a report, tell us and we will review it. Ofcom regulates online safety in the UK. Ofcom does not resolve individual complaints, but it uses reports about services to inform its regulation: https://www.ofcom.org.uk/make-a-complaint/
About a decision we made about you
We removed your content, disabled your tag, or closed your account, and you think we were wrong. Email info@returnmeplz.com saying why, ideally within 30 days. We will look at it again and give you an answer. We will not treat a complaint about this as a reason to treat you worse.
Complaints we may not take further
We may decline to investigate a complaint that is manifestly unfounded, repeats a complaint we have already answered and reviewed, or is abusive towards our staff. We will always tell you if we are doing that and why.
This does not apply to a complaint about how we handle your personal information. We will always acknowledge those within 30 days, look into them and tell you the outcome, because the law requires it.
Keeping track
We keep a record of complaints and what we did about them, so we can spot patterns and fix the underlying problem. Records are kept for 3 years.
ReturnMePlz · Lytchett House, 13 Freeland Park, Wareham Rd, Poole, Dorset BH16 6FA · info@returnmeplz.com