The website team handles complaints about Prysez and its enquiry process. A separate seller remains responsible for complaints about its sales contract.
What this procedure covers
This procedure covers complaints about:
- the Prysez website or its content;
- the availability-enquiry process;
- communication from the website team;
- privacy or cookie handling;
- difficulty identifying the organisation responsible for a later transaction.
A complaint about goods purchased from a separately identified seller should also be sent directly to that seller.
Information to gather
Where available, include:
- your full name and contact details;
- the email address or telephone number used for the enquiry;
- the enquiry, quotation or order reference;
- the date of the relevant communication or event;
- a concise description of the problem;
- copies of relevant messages or documents;
- the outcome you are requesting.
How to submit a complaint
Send the complaint by email with the subject line Formal complaint.
Formal complaints
Email is recommended because it creates a written record.
How the complaint is reviewed
Acknowledgement
We aim to acknowledge a formal complaint within five working days.
Initial assessment
We identify the relevant issue, records and organisation responsible.
Further information
We may ask reasonable questions or request documents needed to investigate.
Response
We aim to provide a substantive response within 20 working days where reasonably possible.
Complex matters, third-party enquiries or legal investigations may require longer. If so, we aim to explain the reason and provide an updated timescale.
Possible outcomes
Depending on the complaint, the response may:
- explain the website’s position;
- correct inaccurate or unclear content;
- close or update an enquiry;
- provide relevant company or seller information;
- refer the issue to the organisation responsible;
- explain a privacy or cookie decision;
- apologise and describe corrective action where appropriate.
Complaints about a purchase
Where another legal entity is shown as the seller, send the complaint to that seller using the details on the invoice, order confirmation or sales terms.
Include Prysez correspondence where it helps explain how the transaction began.
Personal-information complaints
Privacy concerns should identify the data, processing activity or right involved. See the Privacy Policy for rights and ICO complaint information.
A privacy request and a consumer complaint may be handled separately if they involve different legal issues.
Independent consumer advice
UK consumers may seek independent help from the Citizens Advice consumer service. Citizens Advice can also pass appropriate information to Trading Standards.
We do not claim participation in a particular ombudsman or alternative dispute-resolution scheme unless that participation is expressly confirmed.
Complaint records
Complaint information is retained only as reasonably necessary for investigation, response, legal obligations and the establishment or defence of legal rights.
Retention and data rights are described in the Privacy Policy.