Complaints procedure

If something has gone wrong, we want to know. Email complaints@aplara.com with the email address of your account, what happened, when, and what you would like us to do.

What happens next

1. We acknowledge your complaint within 5 working days.
2. We look into it, and may ask you for more information.
3. We aim to give you a full response within 14 days, and no later than 30 days. If it will take longer, we'll tell you why and when to expect it.
4. If you're not satisfied, reply and ask for a review by the company director.
5. If we still can't agree, we'll confirm that in writing and tell you about alternative dispute resolution. You can also get free advice from the Citizens Advice consumer service.

Service complaints

For problems with how Aplara works, its availability or our support, use the steps above.

Billing complaints

For an unexpected, incorrect or duplicate charge, include the date and amount (never your card number). See also Refunds and cancellation. Your statutory rights as a consumer are not affected.

Privacy and data-protection complaints

Email privacy@aplara.com or complaints@aplara.com. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk. We would appreciate the chance to put things right first, but you do not have to contact us before going to the ICO.

Accessibility

If you need to make a complaint in another format, email support@aplara.com and tell us what would work for you.