1. How to Make a Complaint

If you are dissatisfied with any aspect of our products, subscriptions, services or customer support, please contact our Customer Support Team.

To help us investigate your complaint, please provide:

• Your full name and contact details;
• Your order number or account reference, where available;
• Details of the product or service concerned;
• A clear explanation of your complaint;
• Relevant correspondence or supporting evidence; and
• Your preferred resolution.

2. Acknowledgement of Your Complaint

We aim to acknowledge formal complaints within 3 working days of receipt.

Where necessary, we may request additional information to help us understand and investigate your concerns.

We will endeavour to keep you informed of the progress of your complaint throughout the review process.

3. Investigation and Review

Your complaint will initially be reviewed by our Customer Support Team.

Depending on the nature of the complaint, our investigation may include reviewing:

• Customer account records and correspondence;
• Orders, payments and subscription information;
• Applicable website terms and conditions;
• Product registration and onboarding records;
• Technical and diagnostic information;
• Payment-provider and authentication records; and
• Previous customer-service interactions.

We aim to provide a substantive response within 10 working days.

Where additional investigation is required, we will explain the delay and provide an update where reasonably possible.

4. Management Escalation

If you are dissatisfied with our initial response, you may request that your complaint be escalated for management review.

A manager or appropriately authorised senior member of staff will review the complaint, including the relevant evidence, account information, correspondence and previous decisions.

Where reasonably possible, the review will be undertaken by someone who was not responsible for the initial decision.

5. Final Response

Following management review, we will provide a final written response where appropriate.

Our final response will explain:

• The outcome of our investigation;
• Our findings and the reasons for our decision;
• Any resolution or corrective action offered; and
• Any relevant options available if you remain dissatisfied.

Once a final response has been issued, Road Angel may consider its internal complaints process concluded unless significant new information becomes available or a further review is required by law.

6. Subscription and Payment Disputes

Where a complaint concerns a subscription purchase, renewal, recurring payment or alleged unauthorised transaction, we may review relevant records including:

• Customer registration and onboarding activity;
• Subscription selections and activation records;
• Applicable subscription pricing and payment terms;
• Checkout and payment confirmation records;
• Payment authentication information, including 3D Secure where applicable;
• Relevant communications and account history.

Road Angel offers subscription-based products and services. Where applicable, the recurring nature of a subscription, payment frequency and relevant terms are presented during the purchase process.

If you believe that a payment was unauthorised, incorrectly charged or made in error, you may also contact your bank or card issuer to request an independent payment dispute review.

Any such dispute will be handled in accordance with the applicable payment-provider and card-scheme procedures.

A payment dispute does not automatically determine whether a subscription contract remains valid or whether any contractual payments remain due. Applicable statutory rights will always be respected.

7. External Resolution and Statutory Rights

If you remain dissatisfied after receiving our final response, you may seek independent advice or consider external dispute-resolution options available to you.

These may include contacting your card issuer regarding a disputed payment, obtaining consumer advice or pursuing an appropriate legal remedy.

Where an applicable law requires access to a particular complaints or dispute-resolution process, we will comply with that requirement.

8. Fair Treatment and Confidentiality

All complaints will be handled professionally, respectfully and without discrimination.

Information provided during the complaints process will be used to investigate and respond to your concerns and will be handled in accordance with applicable data protection legislation.

For further information about how we process personal information, please see our Privacy & Cookie Policy .

9. Changes to This Procedure

Road Angel may update this procedure from time to time to reflect operational improvements, changes to customer service or applicable legal requirements.

The latest version will be published on our website.

Contact Road Angel