SMYLYX LTD (“we”, “us”, “our”) is a company registered in England & Wales under company number 10325550, with its registered office at 1st Floor Prospect House, Rouen Road, Norwich, Norfolk, NR1 1RE.
We take complaints seriously. If something has gone wrong we would rather hear it directly and early, so we have a chance to put it right.
How to complain
Email welcome@smylyx.online with “Complaint” in the subject line, or write to us at 1st Floor Prospect House, Rouen Road, Norwich, Norfolk, NR1 1RE. Please include your name and contact details, what happened and when, any order or invoice reference, and what you would like us to do about it.
What happens next
- Acknowledgement — within 2 working days. We confirm we have received your complaint and tell you who is handling it.
- Investigation — within 10 working days. We look into what happened, review the correspondence and the work, and come back to you with a written response setting out our findings and what we propose to do. If we need longer, we will tell you why and give you a date.
- Review — within 10 working days of your request. If you are not satisfied with the response, say so and the matter will be reviewed afresh by the founder, whose decision is our final position.
If we cannot resolve it
If you are a consumer and remain dissatisfied after our final response, you may be able to refer the matter to a certified alternative dispute resolution provider. We are not currently a member of an ADR scheme, but we will not unreasonably refuse to take part in ADR if you propose a certified provider. You retain the right to take the matter to court.
If you paid by card or through a payment provider, you may also be able to raise a dispute with them.
Our record
Because the studio is small and every engagement is led personally by the founder, complaints are rare — but the procedure above applies in full whenever one is made.