Complaints Procedure
How to raise a complaint and how we handle it.
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1. Our commitment
We aim to deliver a high-quality service to every user. If something goes wrong, we want to know — quickly. We treat every complaint as an opportunity to improve, and we follow a clear, time-bound process to resolve issues fairly.
2. How to complain
Email complaints@lettr.uk with:
- Your full name and the email registered to your account;
- Your order ID, if relevant (visible in any confirmation email);
- A clear description of what happened and when;
- What outcome you would like (e.g. refund, apology, fix, other);
- Any supporting documents or screenshots.
3. What happens next
| Stage | Timing | What we do |
|---|---|---|
| Acknowledge | Within 2 business days | We confirm we’ve received your complaint and assign a reference number. |
| Investigate | Within 10 business days | We review what happened — looking at logs, payment records, generated letters, and any communications. |
| First response | Within 15 business days | We respond with our findings and propose a resolution (refund, fix, apology, or other action). |
| Final response | Within 8 weeks | If we cannot resolve immediately, we send a final response within 8 weeks of your complaint. |
4. If you’re not satisfied
If you are unhappy with our final response, or if 8 weeks pass without one, you may escalate. The right escalation depends on the nature of the complaint:
4.1 Data protection complaints
Contact the Information Commissioner’s Office (ICO):
- Website: ico.org.uk
- Helpline: 0303 123 1113
4.2 Payment / financial complaints
Card chargebacks can be requested via your card issuer. For Stripe-related disputes, see Stripe’s dispute process.
4.3 Consumer rights complaints
If you are a consumer (i.e. acting outside your trade, business, craft, or profession), you can contact:
- Citizens Advice consumer helpline: 0808 223 1133 (or citizensadvice.org.uk).
- Your local Trading Standards office (find via tradingstandards.uk).
4.4 Online dispute resolution (EU users)
If you are a consumer based in the EU, you can submit a complaint through the European Commission’s Online Dispute Resolution platform: ec.europa.eu/consumers/odr.
5. Vexatious complaints
Where a complaint is, in our reasonable opinion, vexatious, abusive, or repeatedly raises issues we have already addressed in a final response, we may decline to engage further and direct you to the relevant external body.
6. Records
We keep records of complaints and our responses for at least 6 years for quality monitoring and to meet our legal obligations.