Before You Raise a Formal Complaint
Most issues are resolved faster through direct support than through a formal complaint process. Before raising a formal complaint, we recommend contacting the correct support channel first — see the table above.
A formal complaint is appropriate when a support interaction has not resolved your issue to your satisfaction, or when the matter requires formal documentation and a written response within defined timeframes.
How to Raise a Formal Complaint
Formal complaints contact: legal@eksc.co.uk
Subject line: FORMAL COMPLAINT — [Your Order Number]
Or by post: EKSC LTD, 4th Floor, 205 Regent Street, London W1B 4HB, United Kingdom
What to Include
- Your full name and email address used at time of order
- Your order number, if applicable
- The brand you purchased from
- Date of purchase and approximate transaction amount
- A clear description of the issue and the outcome you are seeking
- Any previous support correspondence relevant to the complaint
- Supporting documentation where applicable (photos, screenshots, tracking references)
Complaint Review Process
Acknowledgement
Receipt acknowledged within two business days. A reference number is provided.
Internal review
Complaint reviewed against transaction records, fulfilment documentation, communication history and applicable policies by a designated reviewer.
Written response and proposed resolution
Findings and proposed resolution confirmed in writing within defined target windows. Where a refund or remedial action is proposed, the specific action and timeline are confirmed.
Escalation if unresolved
If the proposed resolution is unsatisfactory, escalation to a senior reviewer is available on written request.
Response Windows
- Acknowledgement: within two business days
- Standard complaints: full response within five business days
- Complex complaints: up to ten business days
- Escalated complaints: additional five business days from escalation request
Escalation
If you are not satisfied with the initial complaint response, reply stating clearly that you are requesting escalation. Escalated complaints are reviewed by a senior member of the EKSC LTD operations team. Following escalation, if the matter remains unresolved, you may pursue your complaint through your card issuer's dispute process or applicable consumer protection routes in your jurisdiction.
Before Opening a Chargeback
Important: Customers are strongly encouraged to contact payments@eksc.co.uk before initiating a chargeback or payment dispute. EKSC LTD maintains transaction records, fulfilment evidence and communication logs for all transactions. These are submitted in response to any formal card network dispute. Direct resolution is typically faster and less inconvenient than a formal chargeback process.
If a chargeback has already been opened and you wish to resolve directly, contact payments@eksc.co.uk immediately with your order reference.
Evidence and Records Retention
EKSC LTD retains the following for all transactions:
- Order confirmation records and full order details
- Payment transaction references and confirmation records
- Dispatch records, shipping carrier data and tracking references
- Delivery confirmation records where available
- Customer communication records associated with each order
- Refund and resolution records where applicable
- Complaint documentation and response records
Evidence is retained in accordance with applicable legal requirements and card network dispute resolution timelines.