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Complaints Procedure

We take complaints seriously and aim to put things right quickly.

Last updated: July 2026

We're committed to a high standard of service. If something goes wrong, please tell us so we can fix it.

How to complain

Email welcome@smylyx.online or write to SMYLYX LTD, 1st Floor Prospect House, Rouen Road, Norwich, Norfolk, NR1 1RE, including your details and a description of the issue.

What happens next

  • We acknowledge your complaint within 5 working days.
  • We investigate and aim to respond fully within 20 working days.
  • If we need longer, we'll keep you informed.

Data-related complaints

If your complaint concerns your personal data, you may also contact the ICO at ico.org.uk.