How to complain
Email hi@finallyseen.org.uk with the word complaint in the subject line. Tell us what happened, when, and what you would like us to do. If you have an order, include the email address you used, that is the fastest way for us to find it. You can also reply to any email we have sent you, every one of them reaches a person.
You do not need to use any particular form of words, and you do not need to complain before asking for a refund. 180 days. For any reason or for no reason at all. Email us and we refund you.
What we do with it
- We acknowledge your complaint and confirm we have understood what went wrong.
- We look at the actual record of your order: what you sent us, what we generated, what we sent you and when.
- We reply in writing with what we found, what we are doing about it, and what we are changing so it does not happen to the next person.
Timescales
- Acknowledgement within 2 working days.
- A full written response within 10 working days. If something takes longer than that, we tell you why and give you a date.
- Refunds are processed to your original payment method as soon as we agree them, and typically reach you within 5 to 10 working days depending on your bank.
If we do not put it right
You can raise a consumer complaint with Citizens Advice consumer service, who can advise you and can refer a trader to Trading Standards. If you paid by card, your bank's chargeback process and, for eligible purchases, section 75 of the Consumer Credit Act 1974 are also open to you. Using either does not affect your rights with us.
If your complaint is about how we handled your personal data, our privacy notice explains your rights and you can complain to the Information Commissioner's Office.
What this page is not
This is how to complain about us. If you are looking to complain about an NHS service or a GP practice, our NHS complaints guide walks through Stage 1 and the Ombudsman, and it is free.