Complaints
At Secure Refunds Ltd, trading as ticket-refunds.com, we are committed to delivering a high quality and professional refund service. However, we understand that there may be times when you feel our service has not met your expectations. Your feedback is important as it gives us the opportunity to address concerns and improve how we operate.
What we mean by a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, whether justified or not, made by or on behalf of someone eligible to use our service. It may relate to the service we have provided or failed to provide, or to the manner in which we have delivered that service.
If you are unhappy with our service
If at any point you are not happy with how we have handled something, we encourage you to tell us as soon as possible. Initially, please contact us by email and explain your concern. We will aim to resolve the matter promptly and informally.
If you are still not satisfied after this, you have the right to submit a formal complaint.
How to make a formal complaint
To submit a formal complaint, please send us the details in writing. Include any supporting documents you feel are relevant.
If your complaint relates to the terms and conditions of the refund protection, please tell us which clause you are referring to. If your complaint involves a member of our team, please provide their name if possible.
Complaints can be submitted through our online form.
What to include
Please provide the following:
- A clear description of your complaint
- Your name and email address
- Your refund application number, if available
This information helps us understand your complaint and assign the right person to handle it. Your personal data will be treated in strict confidence and in accordance with our data protection procedures.
What happens after we receive your complaint
We will acknowledge your complaint by email within one working day. This email will include the name and contact details of the person responsible for reviewing your complaint.
That person will introduce themselves and may ask for more information if your complaint is unclear or if further details are needed.
A full investigation will follow. This will include a review of your refund application, any emails, live chat records, and any other relevant documentation. We aim to assess all facts and previous relevant information in an objective and unbiased way.
If we need further information during the review, we will contact you.
You will receive a response by email within five working days of your complaint being received. This response will explain our review findings, the reasons for our decision, and any proposed resolution if appropriate. While five working days is the maximum response time, we will always aim to reply sooner.
If you remain dissatisfied
If you are unhappy with our final response, you can contact the person named in that response. They will conduct an independent review of your complaint and our original handling of the matter.
Withdrawing a complaint
You may withdraw your complaint at any stage. Ideally, please do this in writing. We will confirm your withdrawal in writing once received.
Equal treatment and accessibility
In accordance with the Equality Act 2010, we are committed to treating all complainants fairly and equally. We will make reasonable adjustments where required to ensure the complaints process is inclusive. This may include changing the format of our communications or offering support to ensure no one is disadvantaged due to a Protected Characteristic.
Repeated complaints
You have the right to make more than one complaint if different issues arise while we are providing a service to you. However, repeated complaints become unreasonable if they are used to cause disruption, prevent an impartial investigation, or interfere with a legitimate outcome.