Complaints

If something has gone wrong, we want to know and we want to fix it. Email support@foodmadeclear.co.uk with “Complaint” in the subject line, phone +44 20 3953 5727 or 020 7167 9518, or write to Digital Crown Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.

Please include the email address on your order, what happened, and what you would like us to do. If you would rather we speak to someone acting for you, just say so.

1. Acknowledgement within 2 working days, with the name of the person handling your complaint.
2. Investigation. We look at your order, our records and anything you have sent us. We may ask you questions; we will not ask for anything we do not need.
3. Our answer within 10 working days, in writing, explaining what we found, what we will do about it and why. If we need longer, we tell you why and when to expect our answer, which will never be more than 8 weeks from your complaint.
4. Putting it right. Remedies include an apology, a corrected or replacement guide, a refund (see Refunds & cancellations), and changes to how we work so the same thing does not happen to someone else.

If you do not accept our answer you can ask for it to be reviewed by a director of Digital Crown Ltd, who will reply within 10 working days. After that, or at any time, you can seek independent help:

• Citizens Advice consumer service: 0800 144 8848 (England), 0800 702 2020 (Wales), or citizensadvice.org.uk. Advice Direct Scotland: 0808 164 6000. Consumerline (Northern Ireland): 0300 123 6262.
• Information Commissioner’s Office for complaints about personal information: ico.org.uk, 0303 123 1113.
• Advertising Standards Authority for complaints about our advertising or claims: asa.org.uk.
• Your card provider or bank, who may be able to help under the chargeback scheme or section 75 of the Consumer Credit Act 1974.
• The courts. Small claims in England and Wales can be made online at gov.uk/make-court-claim-for-money.

We are not currently a member of an alternative dispute resolution (ADR) scheme and are not obliged to be, but we will tell you if that changes.

Every complaint is logged and reviewed regularly. Where a complaint reveals an error in our food data or in a guide, we correct it and, where it could affect other customers, we tell them. We never treat complaints as a reason to refuse future service.