Legal
Complaints Procedure
Every complaint is read personally by the owner and answered within a defined timeframe.
How to complain
Send your complaint to contact@invoiceharbour.co.uk with the subject line 'Complaint', or write to 307 Plumstead High, SE18 1JX, United Kingdom. You may also telephone +44 7848 161993 to discuss the matter first.
Please include your order reference where relevant, the date of purchase, a description of what happened and the outcome you are seeking.
Our timescales
- Acknowledgement within one business day.
- A substantive response within five business days for most complaints.
- Where a complaint requires investigation, a holding response every five business days until it is resolved, with a final response within twenty business days.
How complaints are investigated
We review the correspondence, order records and any relevant logs, and we may ask you for additional information. The outcome is explained in writing, including what we will do to put matters right where a complaint is upheld.
If you remain dissatisfied
You may ask for the decision to be reviewed once by replying within twenty business days. If you are still dissatisfied, you may seek independent advice from Citizens Advice on 0808 223 1133, or pursue a claim through the courts. Your statutory rights are unaffected.
Payment disputes
If your complaint concerns a payment, please contact us before raising a chargeback. Most payment issues are resolved faster directly, and Stripe's dispute process can take several weeks.
Records
Complaints and their outcomes are recorded for two years so that recurring issues can be identified and fixed.
Contact
Questions about this document can be sent to contact@invoiceharbour.co.uk or posted to 307 Plumstead High, SE18 1JX, United Kingdom.
InvoiceHarbour Cloud is independently owned and operated by Aisha as a sole trader in the United Kingdom. This document is provided for transparency and does not constitute legal advice. It has not been reviewed or approved by a solicitor. Nothing in this document removes or limits your statutory rights as a consumer in the United Kingdom.
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