How do I make a complaint?

Formal Complaint Timeline
If you submit a formal complaint, we will:

• Acknowledge receipt within 2 business days
• Review your complaint with an appropriate member of the Bookvault management team
• Aim to provide a substantive response within 5 business days of acknowledgement
• Keep you updated if the investigation requires more time

Formal complaints may take longer to respond to than standard support queries because they require review, investigation, and management oversight.

When to Use This Procedure
Our formal complaints procedure is intended for significant, recurring, or unresolved concerns relating to Bookvault’s services, systems, processes, or overall service delivery.

This route should generally be used when:

• An issue has not been satisfactorily resolved through our normal support channels
• The issue is substantial in nature
• The same issue has occurred repeatedly
• You believe our service has fallen below the standards you reasonably expect
• The matter relates to a wider business process, service delivery concern, or unresolved customer experience issue

Formal complaints may relate to areas such as:

• Customer service and support
• Operational processes
• Platform functionality and systems
• Service delivery
• Any other aspect of our business that you believe has not been handled appropriately
  
  

When to Contact Customer Support Instead
For most day-to-day order or account issues, our main Customer Support team will usually be the fastest and most appropriate route.

This includes issues such as:

• Printing defects
• Damage in transit
• Fulfilment errors
• Missing items
• Delivery issues
• Questions about an order
• General platform or account support

If your issue relates to a specific order or support query, please contact our Customer Support team through the usual support channels by opening a support ticket or emailing us on; customers@bookvault.app

Most order-related issues can be resolved quickly without the need for a formal complaint.

How to Submit a Formal Complaint
To submit a formal complaint, please email us on:complaints@bookvault.app

To help us investigate your concerns efficiently, please include:

• Your name and company name, if applicable
• The relevant account email address
• Any relevant Bookvault order, project, or account details
• A clear description of the issue with any attachments or imagery
• Details of any previous correspondence or support ticket numbers relating to the matter
• The outcome you are seeking

What Happens Next
Once we receive your complaint, we will acknowledge it within 2 business days.

Your complaint will then be reviewed by an appropriate member of the Bookvault management team. They will investigate the circumstances, including any relevant correspondence, account information, order details, support history, or internal records.

We aim to provide a substantive response within 5 business days of acknowledging your complaint. If the matter requires further investigation, we will keep you informed of progress and provide an estimated timeframe for completion.

Submitting a formal complaint will not affect the level of service or support you receive from the Bookvault team. We appreciate the opportunity to address concerns, resolve issues where possible, and improve the experience we provide to our customers.