Making a complaint

Email complaints@trialcove.com, or write to us at Renticy Limited, Stafford Education & Enterprise Park, Weston Road, Stafford, ST18 0BF, United Kingdom.

It helps if you can tell us:

• Your order or trial number.
• What happened, and roughly when.
• What you would like us to do about it.

You do not need to have raised it with support first, though often that is quicker for straightforward problems.

Within 2 working days

We acknowledge your complaint and tell you who is handling it.

Within 10 working days

We give you our answer, or explain why we need longer and when you will hear from us.

Within 8 weeks

You receive our final response. If you are unhappy with it, you can take the matter further.

Where we have got something wrong we will say so plainly and put it right. Where we disagree, we will explain why rather than simply restating our position.

We do not belong to an alternative dispute resolution (ADR) scheme, so there is no independent body we can refer your complaint to.

If you are not satisfied with our final response, you can take the matter to court. Nothing in this process affects your legal rights, and the routes below are open to you at any point.

Consumer advice

Citizens Advice consumer helpline on 0808 223 1133, or citizensadvice.org.uk.

Data protection

The Information Commissioner’s Office at ico.org.uk. See our privacy policy.

Your card provider

For payments over £100 you may have rights under section 75 of the Consumer Credit Act, or through chargeback on a debit card.