Complaints procedure

How to make a complaint

We aim to provide a smooth, helpful service. If something has gone wrong, please tell us — we will work to put it right.

Step 1 — Contact us

Email info@etaentry.co.uk with:

• Your order reference
• The email address used to place the order
• A description of what went wrong and what outcome you are looking for

We acknowledge complaints within 2 working days and aim to provide a substantive response within 10 working days. Complex cases may take longer; we will keep you informed.

Step 2 — Escalation

If our initial response does not resolve the matter, ask for the complaint to be escalated to our management. Escalated complaints receive a substantive response within a further 15 working days.

Step 3 — External resolution

If you are not satisfied with our final response, you may refer the matter to:

• The UK Information Commissioner's Office (ico.org.uk) — for data-protection complaints
• The relevant payment-card scheme or your bank — for payment disputes (subject to scheme rules)
• The courts of England and Wales — see our Terms & Conditions for jurisdiction details
• For consumers resident in the EU/EEA, the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr

Record-keeping

We keep records of all complaints and their resolution for at least 2 years, in line with good consumer-service practice.

Last updated: May 2026 — questions? info@etaentry.co.uk