Complaints

Version 1.0 · 18 October 2026

We want to put things right. Complaining will never affect how we treat you.

How to Complain

Email info@getuready.co.uk with "Complaint" in the subject, call 020 3757 2488, or write to Unit A, 82 James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE. If you need a reasonable adjustment to make a complaint, tell us and we will arrange it.

We encourage you to complain within 3 months so we can investigate while information is available. This is not a limitation period and does not affect your statutory rights.

What Happens Next

• Acknowledgement within 2 working days, telling you who is dealing with it.
• A full written response within 15 working days, explaining what we found and what we will do. If we need longer, we will tell you why and give a new date.
• If you are not satisfied, ask for a review within 10 working days of our response. The review is carried out by the Company Director or, if the Director handled Stage 1, by someone not involved. We respond within 15 working days. This ends our internal procedure.

If You Are Still Unhappy

We do not currently participate in an alternative dispute resolution (ADR) scheme and are not required by law or contract to do so. If an ADR or other dispute-resolution arrangement becomes applicable to your complaint, we will tell you about it in our final response. You can also get free advice from Citizens Advice (citizensadvice.org.uk) or consider the small claims track of the county court.

Your Legal Rights

Your rights under the Consumer Rights Act 2015 are not affected, including repair or replacement, price reduction and compensation for damage to your device. Requests about your personal data are handled within one calendar month under data protection law, separately from this procedure.

Records

Complaint records are kept for 6 years from closure, then securely deleted.