Complaints

How to complain

Email daniel@orbisandink.com with “Complaint” in the subject line, or write to Orbis Meridian, 33 Dobb Way, Cambridge, CB3 1BZ. Please tell us:

• which product or page your complaint is about;
• what went wrong, and when;
• what you would like us to do to put it right.

What happens next

1. We will acknowledge your complaint within 5 working days.
2. We will look into it and send you a full response within 14 days of acknowledging it. If we need longer, we will tell you why and when to expect our answer.
3. If you are not satisfied with our response, reply and tell us why. We will review it again.

Purchases made through app stores

Purchases in our apps are made through the app store, which handles payment and refunds. For a refund of an App Store purchase, use Apple’s Report a Problem page. You can still tell us about the problem so we can fix it.

Privacy complaints

If your complaint is about how we handle personal information and you are not satisfied with our response, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.

If we cannot resolve your complaint

If we cannot settle a consumer complaint after completing our complaints procedure, we will tell you this in writing. We will provide the name and website of an appropriate alternative dispute resolution (ADR) provider and explain whether we are obliged or prepared to use its procedure. Your statutory rights are not affected.