Complaints Procedure
Buried Beneath Vault · Version 1.0 · Effective 29 August 2026
We would rather hear about a problem than have you live with it. Here is how complaints are handled.
Operator: Buried Beneath LTD, registered in England and Wales, Company No. 17334388, registered office 61 Bridge Street, Kington, HR5 3DJ, United Kingdom. Contact us at support@buriedbeneath.co.uk or through the Contact Us page.
This document governs the Buried Beneath Vault service and should be read together with the other Buried Beneath Vault legal documents. Nothing in these documents excludes or restricts rights or remedies that cannot lawfully be excluded under UK consumer or data-protection law.
1. How to complain
Use the Contact Us page and choose the topic that best fits, or email support@buriedbeneath.co.uk with “Complaint” in the subject. Please include your account email and any report or transaction reference so we can find the records quickly.
2. What happens next
We aim to acknowledge complaints within 5 working days and to give a substantive response within 20 working days. If an investigation needs longer, we will tell you why and when to expect an answer.
Our response will explain what we found, what (if anything) we will do about it, and what to do if you disagree.
3. Billing complaints
For duplicate charges, charges after cancellation or incorrect amounts, we check both our internal records and the payment provider’s records. Where a refund is due it is returned through the original payment method.
4. Data protection complaints
Data protection concerns are handled under the Privacy Notice. If you remain dissatisfied you can complain to the Information Commissioner’s Office (ICO), the UK supervisory authority, at ico.org.uk.
5. Consumer rights
Nothing in this procedure limits your statutory rights. You can also seek advice from Citizens Advice, and you retain the right to bring a claim in the courts of England and Wales.
These documents apply to Buried Beneath Vault only. They are separate from, and do not replace, the terms of any other Buried Beneath LTD product or event platform. Buried Beneath LTD, Company No. 17334388, 61 Bridge Street, Kington, HR5 3DJ, United Kingdom. Questions? Email support@buriedbeneath.co.uk or use the Contact Us page. This version is retained for reference; if we publish a new version we record which version you accepted.