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Complaints & Escalation Procedure

Effective Date: 8 May 2026 · Version 1.0

This Procedure applies to all formal complaints made to Vyete Technologies Ltd ("Vyete") by any platform participant — users, shops, brands, and couriers. It covers complaints about Vyete itself, complaints about other parties on the platform, and complaints about Vyete's decisions. For order-specific disputes, also see the Dispute Resolution Procedure.

1. What This Procedure Covers

You may use this Procedure to raise a formal complaint about:

  • Vyete's service, decisions, or conduct.
  • The conduct of another platform participant (shop, brand, courier, or user) on the platform.
  • Vyete's handling of a previous concern or dispute.
  • Potential violations of platform policies.
  • Data protection concerns (also covered by the Data Rights Request Procedure).

This Procedure is not for order refund requests (see Refund & Returns Policy) or for reporting emergency safety or security concerns (use [email protected] or [email protected]).

2. Who Can Complain

Any registered platform participant may submit a formal complaint. You do not need a registered account to report a concern about content or conduct that affects you, though resolution options may be limited for non-registered parties.

3. Stage 1 — Formal Complaint

3.1 How to Submit

Submit your complaint through any of the following channels:

  • Online: Account → Help → Submit a Complaint.
  • Email: [email protected].
  • Postal: Complaints Team, Vyete Technologies Ltd, [Registered Address].

Your complaint should include:

  • Your name and account email (or contact email if unregistered).
  • A clear description of the issue, including relevant dates, parties, and order references.
  • What outcome you are seeking.
  • Any supporting evidence (screenshots, correspondence, documents).

You may submit a complaint in any language. Vyete will respond in the language used for the complaint to the best of its ability, and always in English where a translation cannot be arranged.

3.2 Acknowledgement

Vyete will acknowledge receipt of your complaint within 3 business days. The acknowledgement will include a reference number. Please use this reference in all future correspondence.

3.3 Investigation

Vyete will:

  • Assign the complaint to a member of the appropriate team based on the nature of the issue.
  • Review all available information, including records of any relevant interactions.
  • Contact the other party where the complaint relates to their conduct, to obtain their account.
  • Request further information from you if needed, with a reasonable deadline for response.

3.4 Decision

Vyete will issue a written decision within:

| Complaint Type | Target Decision Time | |---|---| | Standard service or conduct complaint | 15 business days | | Complex or multi-party complaint | 30 business days | | Data protection complaint | 30 calendar days (GDPR requirement) |

Where the deadline cannot be met, Vyete will notify you with an explanation and a revised date. The maximum extension is 30 additional calendar days for standard complaints.

The decision will state:

  • Whether the complaint has been upheld, partially upheld, or not upheld.
  • The reasoning behind the outcome.
  • Any action Vyete will take or has taken.
  • Your right to escalate if you are dissatisfied.

4. Stage 2 — Escalation

If you are dissatisfied with the Stage 1 decision, you may request an escalation within 28 calendar days of receiving it.

4.1 How to Escalate

Reply to the Stage 1 decision email with the subject line "ESCALATION — [Reference Number]", or email [email protected], including:

  • Your original complaint reference number.
  • The specific aspect(s) of the decision you disagree with.
  • Any new evidence or information.

4.2 Escalation Review

The escalation is reviewed by a senior member of Vyete's Trust & Safety or Customer Experience leadership team who was not involved in the original decision. The reviewer:

  • Re-examines all available evidence.
  • May request additional information from either party.
  • Issues a written decision within 15 business days.

4.3 Final Internal Decision

The escalation decision is Vyete's final internal decision. It will confirm, modify, or reverse the Stage 1 outcome with full reasoning.

5. Stage 3 — External Options

Where Vyete's internal process is exhausted and you remain dissatisfied, you have the following external options depending on your jurisdiction and the nature of the complaint:

5.1 Data Protection

Complaints about Vyete's handling of personal data may be referred to:

  • The UK Information Commissioner's Office (ICO): ico.org.uk
  • The Irish Data Protection Commission (DPC): dataprotection.ie
  • Your national data protection authority in the EU or EEA.

5.2 Consumer Disputes (Users)

  • EU users: You may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
  • UK users: Alternative Dispute Resolution via an approved ADR body — contact [email protected] for the relevant body.
  • Other markets: Local consumer protection bodies.

5.3 Shop and Brand Complaints

Commercial complaints by shops and brands that cannot be resolved internally may be referred to applicable commercial arbitration, as specified in the relevant Terms & Conditions.

5.4 Legal Action

Nothing in this Procedure prevents any party from exercising legal rights at any stage.

6. Complaint Handling Standards

Vyete's complaints team is committed to:

  • Treating every complainant with courtesy and respect.
  • Investigating complaints objectively, regardless of the parties involved.
  • Being transparent about what information can and cannot be shared.
  • Taking corrective action where a complaint reveals a policy or process failure.
  • Learning from complaints to improve the platform.

7. Vexatious and Repeat Complaints

Vyete may decline to investigate, or cease investigating, a complaint where:

  • The issue has already been investigated and decided and the complainant has not provided new evidence.
  • The complaint is manifestly frivolous or made in bad faith.
  • Pursuing the complaint would impose a disproportionate burden given its nature.

Vyete will notify the complainant in writing if it declines to investigate and will explain the reason.

8. Confidentiality

Vyete treats complaint information as confidential. It will share information with the other party to the complaint only to the extent necessary for a fair investigation and will not disclose personal contact details (phone number, home address) to third parties without consent.

9. Accessibility

If you need assistance submitting a complaint due to a disability or language barrier, contact [email protected] and Vyete will make reasonable adjustments to accommodate you.

10. Contact

Formal complaints: [email protected]

Escalations: [email protected]

Data protection: [email protected]

Emergency safety: [email protected]