Complaints Policy

We take every complaint seriously. If something has gone wrong with your order, or if you're unhappy with how we've handled something, we want the chance to put it right.

Email us at hello@songforyou.co.uk with the subject line "Complaint — [your order number]". Please include your name and order number, a clear description of what has gone wrong, and what outcome you are looking for. We aim to acknowledge all complaints within 2 business hours and to provide a full response within 2 business days. For complex complaints we may need up to 5 business days — we will let you know if this applies.

If you are not satisfied with our initial response, please reply and ask for your complaint to be reviewed by a senior member of the team. We will provide a final written response within 5 business days of your escalation request.

If you remain unhappy after our final response, you may refer your complaint to an Alternative Dispute Resolution (ADR) scheme. We are not currently members of a specific ADR scheme, but you can find approved providers at https://www.gov.uk/find-ombudsman. You may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

You also have the right to pursue your complaint through the courts of England and Wales at any stage. Nothing in this complaints process affects your statutory rights.

If your complaint relates to how we handle your personal data, you have the right to contact the Information Commissioner's Office (ICO) directly: