Before You Raise a Formal Complaint
Most issues resolve faster through direct support. Before raising a formal complaint, contact the correct channel first:
Support issuesupport@eksc.co.uk
Payment / billing issuepayments@eksc.co.uk
Formal complaintlegal@eksc.co.uk
Chargeback already openedpayments@eksc.co.uk
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
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
- Supporting documentation where applicable
Review Process
1
Acknowledgement
Receipt acknowledged within two business days. A reference number is provided.
2
Internal review
Complaint reviewed against transaction records, fulfilment documentation, communication history and applicable policies.
3
Written response and proposed resolution
Findings and proposed resolution confirmed in writing within defined target windows.
4
Escalation if unresolved
Escalation to a senior reviewer 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
Before Opening a Chargeback
Important: Contact payments@eksc.co.uk before initiating a chargeback. 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.
Evidence and Records
- 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