Complaints Procedure Last updated: 31 July 2026 We want to resolve problems fairly and promptly. Making a complaint does not affect your statutory rights. 1. How to complain You can contact us by: Email: hello.factsinplay@gmail.com Contact form: use the Contact page on this website Post: Lewis Lloyd Suckling trading as Facts in Play, Stirchley House, 21 Reddicap Trading Estate, Sutton Coldfield, West Midlands, B75 7BU, United Kingdom Please include, where relevant: • your name and order number; • a clear description of the issue; • the outcome you would like; and • any useful supporting information, such as photographs of damage. Do not send sensitive payment or identity information by ordinary email. 2. Our response We aim to acknowledge a complaint within 2 working days and provide a substantive response within 14 calendar days. If an investigation will take longer, we will explain why and keep you informed of progress. 3. Asking for a review If you are not satisfied with our response, reply and ask us to review the complaint. Please explain which part remains unresolved and why. We will reconsider the information and provide a final response as soon as reasonably possible. 4. Further options Nothing in this procedure limits your legal rights. You may obtain independent consumer advice from Citizens Advice and, where appropriate, pursue a claim through the courts. We are not currently subscribed to a specific alternative dispute resolution scheme. If the law requires us to provide information about an accredited ADR body for a particular unresolved dispute, we will do so. We are not obliged to use ADR unless the law or a binding scheme requires it.