Complaints Policy

Our commitment

ATOMICKEYS LTD sells digital products to thousands of customers. Most orders complete without a hitch — but when one does not, how we respond matters more than the mistake itself.

We commit to:

• make it easy to complain, in writing, without forms or hoops;
• acknowledge every complaint promptly and tell you who is handling it;
• investigate fairly, without prejudging the outcome;
• explain our decision in plain language, including the reasons behind it;
• put things right where we have got them wrong, and say sorry; and
• use what we learn to stop the same problem happening again.

Complaining is free and will never affect how we treat you as a customer.

What this policy covers

A complaint is any expression of dissatisfaction — whether or not it is justified — about our products, our service or our conduct. This policy covers complaints about, for example:

• keys that did not work, or arrived late or not at all;
• refunds that were refused, delayed or paid incorrectly;
• orders cancelled by our fraud checks;
• the accuracy of product information on the Site;
• the quality, tone or speed of our customer service;
• billing and payment errors;
• accessibility of the Site; and
• how we have handled your personal data.

Before you complain formally

Many problems — a key that will not activate, a missing order, a refund question — are resolved within hours by our support team. Emailing info@atomickeys.com first is usually the fastest route to a solution.

If you have already done that and are not happy with the answer, or if you would prefer to go straight to a formal complaint, follow the steps below. You are never required to contact support first.

How to make a complaint

What to include

The more of this you can give us, the faster we can resolve it:

• your name and the email address on the account or order;
• your order number, if the complaint relates to a purchase;
• what happened, in date order;
• who you have already spoken to and what you were told;
• any evidence — screenshots of errors, email threads, bank statements; and
• what you would like us to do to put it right.

If someone is complaining on your behalf

We are happy to deal with a representative — a family member, friend or adviser — but we will need your written authority before we can discuss your account or order with them. This protects your data.

Accessibility

If you need to complain in a different format, or need an adjustment to take part in the process, tell us and we will accommodate you wherever we reasonably can.

How we handle it — the three stages

If we need more time

Some complaints take longer — for example when we depend on a supplier or a payment provider. If we cannot meet a deadline, we will write to you before it expires, explain why, and give a revised date. In every case we will issue a final response no later than 8 weeks after we received your complaint.

Our final response

Our final response will tell you clearly:

• what we investigated and what we found;
• whether your complaint is upheld, partly upheld or not upheld, and why;
• what we will do to put things right, and by when; and
• that you are free to take the matter further, and how.

If you ask, we will confirm in writing that we consider the matter closed, so that you can take it to an alternative dispute resolution provider.

Putting things right

Where we have got something wrong, the remedy will fit the problem. Depending on the circumstances that may include:

• a clear explanation and an apology;
• a replacement key at no cost;
• a full or partial refund;
• correction of inaccurate information on the Site or in our records;
• a goodwill gesture such as a discount or store credit; and
• a change to our processes so that the same thing does not happen to someone else.

We will not offer a remedy conditional on you withdrawing a complaint or agreeing not to speak about it.

If you are still not satisfied

Our complaints process does not take away any of your legal rights. Once you have our final response, or once 8 weeks have passed, you may take the matter further.

Alternative dispute resolution

You may be able to refer your dispute to a certified alternative dispute resolution (ADR) provider for an independent decision, without going to court. Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 we will tell you in our final response whether we are willing to use ADR for your dispute and, if so, which provider.

ADR is voluntary for both parties in this sector. Choosing not to use it does not affect your right to go to court.

Consumer advice

Court

You retain the right to bring a claim in court. For most consumer disputes of this size, the small claims track is the appropriate route. Claims are generally subject to a six-year limitation period in England and Wales.

Complaints about your personal data

If your complaint concerns how we have collected, used, shared or stored your personal data, send it to privacy@atomickeys.com marked “Data protection complaint”. We will respond within one month, in line with the UK GDPR.

You may also complain directly to the supervisory authority at any point — you do not have to come to us first.

Further detail on how we handle personal data is in our Privacy Policy.

Unreasonable and abusive conduct

Our team will always be courteous, and we ask for the same in return. We may restrict contact to a single written channel, or decline to continue correspondence, where a complainant:

• is abusive, threatening or discriminatory towards our staff;
• repeatedly raises the same complaint after a final response has been issued, with no new evidence; or
• makes demands that are unreasonable in scale or frequency and prevent us serving other customers.

If we take that step we will write to you explaining what we are doing, why, and how you can challenge the decision. We will still tell you how to take your complaint elsewhere.

Records, confidentiality and learning

We keep a record of every complaint, its outcome and the action we took. Complaint files are retained for 3 years after closure, or 6 years where legal proceedings are a possibility, and are then securely deleted.

Complaints are treated confidentially and shared only with those who need to see them to investigate or to put things right. We review complaint themes regularly so that recurring problems are fixed at the source rather than handled one customer at a time.

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