Complaints Handling Policy

1. What This Policy Covers

We want to hear from you if you're unhappy with any aspect of using Squinted. This policy covers complaints about:

• The way a Buyer Protection claim, refund request, or counterfeit report was investigated or decided by our team.
• The conduct of a Squinted staff or support team member.
• How we've applied any of our policies to your account, including suspensions or listing removals.
• The general standard of service you've received from Squinted.
• Anything else you feel we've handled unfairly or incorrectly.

This policy does not replace the specific processes already set out in our other policies. If your issue is about a particular order, please raise it through the relevant process first:

• Item not received, damaged, or significantly not as described — see our Buyer Protection Policy.
• Refunds and returns — see our Refund Policy.
• Suspected counterfeit items — see our Counterfeit & Authenticity Policy.
• Courier or delivery issues — see our Shipping Policy.
• Concerns about how we hold or use your personal data — see our Privacy Policy, including your right to complain directly to the Information Commissioner's Office (ICO).

If you've already been through one of those processes and you're unhappy with the outcome or with how it was handled, that's exactly what this Complaints Handling Policy is for.

2. How to Raise a Complaint

You can raise a complaint with us by:

• Emailing hello@squinted.co.uk with the subject line "Complaint," including your account details, order number (if relevant), and a clear description of the issue.

Please include as much detail as you can — screenshots, order references, and dates all help us investigate and resolve things faster.

3. What Happens Next

• Acknowledgement: We'll acknowledge your complaint within 3 working days of receiving it.
• Investigation: A member of our team, independent of the original decision or interaction where possible, will review your complaint, including any relevant order history, chat logs, or account activity.
• Response: We aim to provide a full response within 20 working days. If a complaint is complex and needs more time, we'll let you know why and give you an updated timeframe.
• Outcome: Our response will explain what we found, what (if anything) we're doing to put things right, and any changes we're making as a result.

4. If You're Still Not Happy

If you don't agree with the outcome of your complaint, you can ask for it to be escalated to a senior member of the Squinted team for a final review.

Beyond that, depending on the nature of your complaint, you may also be able to:

• Contact Citizens Advice or your local Trading Standards office for independent consumer guidance.
• Complain to the Information Commissioner's Office if your complaint relates to how we've handled your personal data.
• Raise a complaint directly with Stripe if your concern relates specifically to how a payment or payout was processed, rather than to Squinted's own decisions.

None of this affects any other legal rights you may have, including your right to bring a claim through the courts.

5. Our Commitment

We treat every complaint seriously, review it fairly and without bias, and use what we learn to improve Squinted for everyone. Raising a complaint will never affect your standing as a buyer or seller on the platform, provided it's raised in good faith.