1. Introduction and Scope
1.1 This complaints procedure (Procedure) has been established by Handcrafted Heritage (we, us, our) to provide a fair, transparent, and effective process for handling complaints from all users of the Website.
1.2 This Procedure applies to complaints concerning:
1.2.1 Issues relating to the Website, our services, and performance of our obligations to users; and
1.2.2 Complaints involving alleged breaches of data protection law under the UK GDPR and the Data Protection Act 2018 – see section 3.
1.3 This Procedure does not apply to complaints or disputes with Sellers which arise from transactions conducted through the Website. If you have any complaints or disputes regarding any such transactions, you should submit your complaint directly to the Seller. The Seller will be responsible for acknowledging, responding to, and resolving any such complaint or dispute in accordance with our Complaints Policy for Sellers.
2. General Complaints Handling Procedure
2.1 How you can submit a complaint
2.1.1 Complaints may be submitted using the following methods:
Email: Email us at info@handcraftedheritage.co.uk.
Post: Send a written complaint to Handcrafted Heritage, Brook House, Moss Grove, Kingswinford, West Midlands, England, DY6 9HS.
2.1.2 When submitting a complaint, please include:
(a) Your full name and contact information (email address and/or phone number).
(b) A clear description of the issue, including relevant dates, times, and other factual details.
(c) Any supporting evidence (e.g., screenshots, transaction records, communications).
2.2 Acknowledgement
2.2.1 We will acknowledge receipt of your complaint within five (5) business days of receipt. This acknowledgment will include a reference number, an outline of the next steps and an expected timeframe for resolution.
2.3 Investigation process
2.3.1 All complaints will be reviewed and considered in full. The process may involve:
(a) a request for additional information from you, if deemed necessary.
(b) an examination of relevant records, logs, or internal transaction history.
2.3.2 We will aim to complete our investigation and provide you with a full response to your complaint, within fourteen (14) business days. If additional time is required due to complexity, we will inform you of the revised timeframe without undue delay.
2.4 Communication of findings and outcome
2.4.1 Following completion of the investigation, we will provide a written response to you in which we communicate the findings and outcome of our investigation. You can expect our letter to set out:
(a) the findings of the investigation;
(b) any steps taken to resolve the issue;
(c) any remedial actions where appropriate; and
(d) options for escalation if the outcome is unsatisfactory to you.
2.5 Appeals and escalation
2.5.1 If you remain dissatisfied with the resolution of your complaint, you may appeal within five (5) days of the date of our formal outcome, by writing to info@handcraftedheritage.co.uk.
2.5.2 Appeals will be acknowledged within five (5) business days of receipt and an outcome provided within thirty (30) days. The appeal will be reviewed by an independent person or organisation as nominated by Handcrafted Heritage.
2.5.3 Additionally, users may request Alternative Dispute Resolution (ADR) with an accredited provider, depending on the nature of the complaint. Participation will be at the sole discretion of Handcrafted Heritage, and details of our preferred ADR provider will be provided upon acceptance of participation. Costs of ADR shall be borne equally by the parties, unless determined otherwise by the ADR mediator.
3. Data protection complaints
3.1 Introduction
3.1.1 As of 19 June 2026, you have a legal right to make a data protection complaint to us and must do so before escalating to the Information Commissioner’s Office (ICO). This may include, but is not limited to a complaint about:
(a) the way that we process, share, retain or collect your personal data;
(b) the way that we secure and protect your personal data (including data breaches); and
(c) our response to your data subject access request or other personal data rights request.
3.1.2 You may make a complaint on behalf of another person, where you have authority to do so. We will require documentary evidence of your right to act on that person’s behalf and will not investigate any complaint until appropriate authority is provided. Documentary evidence may include a power of attorney or signed letter from the person that you are acting on behalf of.
3.2 How to make a data protection complaint
3.2.1 Data protection complaints may be submitted using the following methods:
Email: Email us at info@handcraftedheritage.co.uk.
Post: Send a written complaint to Handcrafted Heritage, Brook House, Moss Grove, Kingswinford, West Midlands, England, DY6 9HS.
3.2.2 When submitting a complaint, please include:
(a) Your full name and contact information (email address and/or phone number).
(b) A clear description of the issue, including relevant dates, times, and other factual details.
(c) Any supporting evidence (e.g., screenshots, transaction records, communications).
3.2.5 You may use our data protection complaint form to ensure that you capture the relevant information. This can be emailed or posted to us, using the details set out at paragraph 3.2.1.
3.3 Acknowledgement of your data protection complaint
3.3.1 In accordance with the timeline set out in the Data (Use and Access) Act 2025 (“DUAA”), we will acknowledge your data protection complaint within 30 days of receiving it.
3.3.2 We may need to request further information or documentation from you in order to verify: (i) your identity; and / or (ii) your authority to act on behalf of another individual.
3.3.3 If we are unable to verify your identity and / or are not satisfied that you have authority to make the data protection complaint, we will not be able to proceed with the investigation.
3.4 Investigating your data protection complaint
3.4.1 Our investigation of your data protection complaint will commence without undue delay and will involve:
(a) reviewing your data protection complaint;
(b) locating and reviewing the records we hold about you;
(c) establishing the relevant facts; and
(d) liaising with individuals who you may have dealt with.
3.4.2 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.4.3 We will keep you updated on the progress of your complaint at appropriate times.
3.5 Communicating the outcome of your data protection complaint
3.5.1 Once our investigation has concluded and without undue delay, we will inform you in writing of the outcome of the data protection complaint.
3.5.2 We will explain clearly what we’ve done to resolve your data protection complaint and, where appropriate, any action we have taken as a result.
3.6 What to do if you are dissatisfied with the outcome
3.6.1 If you are dissatisfied with the outcome of your data protection complaint, you can complain to the ICO or you can seek to take action in the courts.
3.6.2 The ICO’s contact details are:
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Telephone: 0303 123 1113.
3.6.3 More details on how to complain to the ICO are available on the Complaints page of the ICO’s website. You should usually submit your complaint to the ICO within three months of your last contact with us.
4. Records of complaints
4.1 All complaints and their resolutions will be documented and securely stored for a minimum period of six (6) years, in compliance with legal and regulatory requirements.
4.2 We ensure the confidentiality of all complaints. Any information provided during the complaint process will only be shared internally with team members directly involved in handling the matter, unless disclosure is required by law. All processing of personal data will conform to UK GDPR principles.
5. Review and updates
5.1 This Procedure will be reviewed periodically and updated to reflect changes in applicable laws, regulatory requirements, or operational practices.