Complaints & Procedures

A Clear Route to Resolve Your Concern

If something has gone wrong, tell us. Raise a concern about Stop Line communications, trials, products, partners or personal information, and understand what happens next.

THE COMPLAINTS ROUTE

Raise. Review. Resolve.

A clear account helps us understand the concern and give a useful written response.

STEP 01 / PREPARE & SEND

Give Us a Clear Starting Point

You do not need technical or legal language. A brief explanation, a useful reference and the outcome you are seeking are a good starting point.

Your Contact Details

Your name, organisation if relevant, and the best way to reply.

What Happened

A short account of the concern, with relevant dates and the people or service involved.

A Useful Reference

An enquiry, referral, trial or order reference, if you have one.

Supporting Information

Relevant correspondence or photographs. Share only what is needed to explain the concern.

The Outcome You Seek

Tell us what you would like reviewed, explained or put right.

Any Communication Needs

Tell us if you need a different format or help communicating your complaint.

By Email

complaints@stopline.co.uk

Subject: Formal complaint

By Post

Stop Line Studios
16 Sunningdale Avenue
Feltham · TW13 5JT

Please leave out passwords, payment-card details and unrelated personal information. If sensitive material is relevant, describe it first so an appropriate way to share it can be agreed.

STEP 02 / ACKNOWLEDGE & ASSESS

A Fair Review of the Facts

We aim to confirm receipt and who is reviewing your concern. We may ask for clarification or supporting documents and will consider relevant correspondence, trial information or other available records.

Our response should explain the findings, the reasons for the decision and any proposed next action. If the review needs longer, we aim to explain the delay and provide an expected update.

5 Working Days

Our aim for acknowledging your complaint and confirming who is reviewing it.

20 Working Days

Our aim for a substantive response, or an explanation of why more time is reasonably required.

A Clear Written Outcome

An explanation of what was considered, the decision reached and any action proposed.

STEP 03 / FURTHER REVIEW

If Your Concern Remains Unresolved

Reply to the response and ask for a final internal review, ideally within 20 working days. Explain which points remain unresolved and include any new evidence. Keep the earlier correspondence together so the reviewer can follow the full account.

A Fresh Look Where Practicable

The founder, or another person not responsible for the initial response where practicable, will be asked to consider the concern. This internal review does not remove your legal or regulatory rights, and the suggested reply period does not limit them.

For a concern about personal information, you can also use the Information Commissioner’s Office (ICO) complaint route. Their guidance explains the information to prepare and the outcomes they can consider.

ICO: Data Protection Complaints

KEEP THE CORRESPONDENCE TOGETHER

A Clear Record Helps Everyone

Keep a copy of your complaint, supporting information and replies. When following up, use the same email thread and any reference provided so the history remains easy to trace.

Raise a Concern

UNITED KINGDOM

UK Intellectual Property Office design numbers 6550634 to 6550657

UK Intellectual Property Office design portfolio: 6550634–6550657

EUROPEAN UNION

Reference pending. No EUIPO registration or endorsement is claimed until confirmed filing details are available.

COMPANY REGISTRATION

Companies House registration number 17416504

Registered in the United Kingdom with Companies House: 17416504View Official Record