Complaints Procedure.

If something has gone wrong — with a Build With Alderframe service, a product, a payment, or your data — we want to know and we’ll work to fix it quickly. This procedure supports Alderframe’s obligations under the Provision of Services Regulations 2009 to provide complaint contact details, respond to complaints as quickly as possible and make best efforts to reach a satisfactory solution.

Step 1 — tell us

Email hello@alderframe.co.uk with the subject line “Complaint”. Include:

• your name and (if relevant) project name or invoice reference;
• what happened, with dates;
• what outcome you’d like;
• any supporting screenshots or emails.

We aim to acknowledge every complaint within 2 working days and to give a full response within 14 working days. Most complaints are resolved at this stage.

Step 2 — final response

If our first response doesn’t resolve the issue, reply asking for a “final response”. The founder of Alderframe will personally review the case and write back with a final position within 30 calendar days of your original complaint. The final response will explain the outcome, the reasons, and what (if anything) we offer to put things right.

Step 3 — if you remain unsatisfied

If our final response doesn’t resolve your concern, you have several statutory escalation routes depending on the nature of the complaint:

If it’s about a service we sold you (UK consumers)

Alderframe is not currently required by law, trade-association membership or contract to participate in a particular alternative dispute resolution (ADR) scheme for its general digital-development services. Where section 308 of the Digital Markets, Competition and Consumers Act 2024 requires us, when giving you the outcome of a consumer complaint, to tell you about an ADR or other arrangement that is available because we are obliged to participate in it, we will do so. We may also agree voluntarily to mediation or another accredited ADR process on a case-by-case basis. Citizens Advice can provide independent guidance on consumer rights and dispute options: citizensadvice.org.uk/consumer · 0808 223 1133.

If it’s about your statutory consumer rights

Your local Trading Standards service can investigate breaches of the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Find your local office via tradingstandards.uk/consumers.

If it’s about a card payment

If the dispute is specifically about a card transaction (rather than the service behind it), you can raise a chargeback with your card issuer. You can also complain to Stripe Payments UK Ltd directly — Stripe is FCA-authorised (FRN 752443) and operates its own complaints process. As an FCA-regulated firm Stripe is within the remit of the Financial Ombudsman Service for eligible complainants. Alderframe LTD is not itself a regulated financial-services firm.

If it’s about your personal data

You may complain to the UK Information Commissioner’s Office — the data-protection regulator. Phone: 0303 123 1113. Web: ico.org.uk/make-a-complaint. You don’t need to come to us first, but we’d prefer the chance to fix it.

If it’s about online safety / harmful content

For a RouteSky Community Report, you can flag it in the app (an automated community-moderation mechanism), email hello@alderframe.co.uk with the subject RouteSky Online Safety Complaint — telling us what you saw, roughly where and when, and what you would like us to do — or, if you believe the content is illegal, send a formal notice through our illegal-content notice route. Persistent or systemic concerns can be escalated to Ofcom, the regulator for the Online Safety Act 2023: ofcom.org.uk/online-safety.

If it’s about accessibility

For accessibility concerns about alderframe.co.uk or any Alderframe product, email hello@alderframe.co.uk — we take these seriously and aim to fix issues quickly. Persistent concerns about a regulated digital service can also be raised with the Equality and Human Rights Commission.

Court action

Nothing in this procedure prevents you from issuing court proceedings instead, particularly for UK consumers in the small claims track of the County Court. We’d strongly prefer to resolve any concern directly first — it’s faster, free, and almost always reaches a fair outcome.

Records

Alderframe LTD keeps a confidential record of complaints and their resolution for reasonable governance and continuous-improvement purposes, in line with our Privacy Policy and UK GDPR. We limit access to complaint records to the people and service providers who need them for handling the complaint, operating and securing our business, obtaining professional advice, dealing with insurance or payment matters, or meeting legal and regulatory obligations. Any sharing is subject to applicable data-protection law and appropriate safeguards.

Solicitor-review note. This complaints procedure is published in good faith and reflects current UK consumer-protection and regulatory law as Alderframe LTD understands it on 6 October 2026. It is not legal advice and does not affect any statutory right you may have.