Contact and Complaints Policy

Version: 0.1
Status: Draft
Effective date: TBC
Last reviewed: TBC
Next review due: TBC
Owner: Hormiguitas Limited T/A Fantasy Jerseys

1. Contact details

Fantasy Jerseys is operated by Hormiguitas Limited T/A Fantasy Jerseys.

Website: fantasy-jerseys.com
Customer support email: [TBC]
Privacy contact email: [TBC]
IP complaints email: [TBC]
Registered company number: [TBC]
Registered office: [TBC]
VAT number, if applicable: [TBC]

2. Getting help with an order

Include the order number, account email, a clear description of the issue and the outcome requested. For a product or delivery issue, include photographs or tracking details where reasonably possible. Do not email full card details, passwords or unnecessary identity documents.

Target first response: [TBC] business days. This is a service target, not a guarantee. Complex issues involving a carrier, OEM, payment provider or rights holder may take longer, but we should provide an update rather than leave the customer without information.

3. Making a complaint

Send the complaint to [customer support email — TBC] with "Complaint" and the order number in the subject line. We will:

acknowledge and log the complaint;
identify the issue, relevant policy and requested outcome;
gather information from the customer and relevant provider;
provide a reasoned response and proposed remedy; and
explain any available internal escalation.

4. Escalation

If the first response does not resolve the complaint, reply within [TBC] days and explain what remains disputed. The complaint will be reviewed by someone not responsible for the original response where practicable.

Internal escalation contacts: Adam Matthews and Timothy Gauntlett. Operational responsibility between them: [TBC]. Their direct personal contact details should not be published unless approved.

Target final response after escalation: [TBC]. If we cannot meet it, we should explain why and provide a revised date.

5. Specialist complaints

Privacy complaints are handled under the Privacy Policy and may also be raised with the Information Commissioner's Office.
Rights-holder complaints should follow the Intellectual Property Takedown Policy.
Returns, faults and delivery issues are also governed by the Returns, Refunds and Cancellations Policy and Shipping and Delivery Policy.

Any applicable alternative dispute-resolution route and whether we participate must be confirmed before publication [TBC].

6. Fair treatment and records

We aim to handle complaints fairly, respectfully and without retaliation. We may restrict abusive, threatening or repetitive contact where proportionate, while preserving a reasonable channel for a genuine unresolved issue.

We keep complaint records only as long as reasonably needed for resolution, legal compliance, service improvement and dispute handling, in line with the Privacy Policy and internal retention schedule.

7. Rights unaffected

Using this process does not remove statutory rights or prevent a customer from contacting a regulator, court, payment provider or other body where they are entitled to do so.