Complaints and Customer Care Policy

1. Purpose

We want concerns to be handled fairly, respectfully and without unnecessary delay. A complaint may relate to a purchase, publication description, access, support, privacy, accessibility, institutional service or staff conduct.

2. How to complain

Use the Support or Contact page and include your name, email, order or ticket number, relevant dates, the issue, the outcome you seek and any evidence that can be shared lawfully.

3. Investigation

The complaint is logged, assigned and reviewed by a person with suitable authority. We may ask for clarification, inspect audit and payment records, reproduce a technical problem or consult a payment provider. Internal notes are kept separate from customer-facing messages.

4. Response and escalation

We aim to acknowledge a complaint promptly and provide a reasoned response after investigation. Complex matters may require an interim update. A customer who remains dissatisfied may request a second review by a more senior person. External rights and remedies remain available where applicable.

5. Learning from complaints

Trends are reviewed to improve descriptions, policies, product quality, training, accessibility and operational controls.