Complaints Procedure

1. Introduction

This Complaints Procedure applies to all services provided by SRL ECOM LTD trading as Dropship Unlocked (“we”, “us”, “our”).

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our services, we encourage you to raise your concerns with us so that we can investigate and resolve the matter appropriately.

This procedure is designed to ensure complaints are handled fairly, consistently, and within a reasonable timeframe.

2. How to Make a Complaint

All complaints must be submitted in writing.

You can contact us at:

Email: [email protected]

To help us investigate your complaint efficiently, please include:

• Your full name

• The email address associated with your account

• A clear description of the issue

• Any relevant supporting information or evidence

We reserve the right to decline or limit responses to complaints that are abusive, repetitive, or manifestly unfounded.

3. Scope of Complaints

We will handle complaints relating to:

• The delivery of our training, content, or services

• Member experience within our platform or community

• Communication or support provided by our team

• Any aspect of your relationship with Dropship Unlocked

Where a complaint relates to a third-party provider (including platform or payment providers), we will review the matter and, where appropriate, liaise with the relevant provider on your behalf.

However, we are not responsible for the operation or performance of third-party services, which remain subject to their own terms.

4. Complaint Handling Process

Stage 1 - Acknowledgement

We aim to acknowledge all complaints within 4 working days of receipt.

Stage 2 - Investigation

Your complaint will be reviewed by a member of our team.

We may:

• Request additional information

• Review account activity and communications

• Liaise with relevant third parties where necessary

Stage 3 - Response

We aim to provide a full written response within 10 working days.

Where additional time is required, we will inform you and provide an updated timeframe.

5. Resolution

Following investigation, we will:

• Provide a clear explanation of our findings

• Confirm any action we will take (if applicable)

• Outline any next steps

All decisions will be made in line with our Terms of Service, Refund Policy, and applicable law.

6. Final Response

Once we have completed our investigation, we will issue a final response.

This will represent our position on the matter based on the information available.

7. External Escalation

If you are not satisfied with our final response, you may have the right to escalate your complaint to an appropriate regulatory or dispute resolution body.

This may include:

• The Information Commissioner’s Office (ICO), where your complaint relates to data protection

• The courts of England and Wales, in accordance with our Terms of Service

We encourage you to contact us first to allow us the opportunity to resolve your concerns.

8. Relationship with Third-Party Platforms

Dropship Unlocked may utilise third-party platforms and service providers (including but not limited to payment processors and platform providers) to deliver certain aspects of its services.

However:

• Your relationship with Dropship Unlocked remains governed by our Terms of Service

• We will manage and respond to all complaints directly

• Where necessary, we will liaise with third-party providers on your behalf

9. Record Keeping

We maintain records of all complaints received and their outcomes for internal review and compliance purposes.

10. Contact

If you have any questions regarding this Complaints Procedure, please contact:

[email protected]

Postal address: SRL ECOM LTD, 124 City Road, London, EC1V2NX