Complaints & Contact

1. Contact

ARTinez is the trading name of Andrei Martinescu, a sole trader.

All enquiries, requests and complaints should be sent to office@artinez.co.uk. We aim to acknowledge email within 5 working days and to provide a substantive response within 20 working days. Section 2 sets out the full complaints procedure.

Please put a short subject line at the start of your message — for example "Enquiry", "Privacy request", "Complaint" or "Accessibility issue" — so it reaches the right place quickly.

2. Complaints

If something has gone wrong — with an enquiry, with work we have done, with how you have been treated, or with the website itself — please tell us. Email office@artinez.co.uk with the subject line "Complaint" and include as much information as you can: what happened, when, and what outcome you would like.

2.1 What we will do

These are our service commitments for handling complaints. They are the standards we work to; they are not statutory deadlines, and they do not replace any right you have under the law.

1. Acknowledgement within 5 working days of receiving the complaint, confirming that we have received it and who is handling it.
2. A substantive written response within 20 working days, setting out what we found, what we will do, and by when.
3. Updates if more investigation is needed. If we cannot complete the investigation within 20 working days, we will write to you before that point to explain what is taking longer and when you can expect our full response.
4. An escalation route. If you are not satisfied with our response, reply to the same email and ask for the complaint to be escalated. It will be reviewed again by a different person and you will receive a final response within 10 working days of the escalation request.

2.2 What we will not do

We will not ask you to drop a complaint or stop pursuing it. We will not treat silence as agreement. And nothing in this procedure limits any right or remedy you have under the law.

3. If you are not satisfied

If you have raised a complaint with us and we have responded, and you are still not satisfied, you can take the matter further.

If your complaint is about	Who to approach
How your personal data was handled	The Information Commission — the UK's independent data protection regulator, which continues to publish its services as the Information Commissioner's Office (ICO) — at ico.org.uk/make-a-complaint, or 0303 123 1113. Data protection law is the same across the whole of the United Kingdom; the part of the UK a business is established in does not change who regulates it
Accessibility of this website	The Equality and Human Rights Commission (EHRC) — equalityhumanrights.com
Cookies or tracking	The Information Commission, as above
A contract for services you have entered into	You may refer the dispute to an alternative dispute resolution (ADR) body. We are not a member of any ADR scheme, and there is no rule that every business must join one. If we cannot settle a complaint you have made about a contract, we will write to you and tell you that we cannot settle it, give you the name and website address of a certified ADR body that could deal with it, and confirm that we are neither obliged nor prepared to submit to that body's procedure. You can also bring proceedings in the courts of England and Wales, or — if you are a consumer — in the courts where you live
General consumer-law issues	Citizens Advice — citizensadvice.org.uk — or your local Trading Standards office

We do not ask you to deal with an ADR body or a regulator before talking to us. Using the process above is entirely your choice.

About alternative dispute resolution. The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 place an information duty on traders: where a consumer complaint about a sales or service contract cannot be resolved through the trader's own complaint-handling procedure, the trader must tell the consumer that it cannot settle the complaint, give the name and website address of a certified ADR body that could consider it, and say whether the trader is obliged or prepared to use that body. They do not require every trader to join an ADR scheme, and they do not oblige us to use one. The list of certified ADR bodies is published by the Chartered Trading Standards Institute at tradingstandards.uk.

4. Disputes

If a dispute cannot be resolved through the process above, it may be referred to the courts. These terms are governed by the law of England and Wales. If you are a consumer, you retain the right to bring proceedings in the courts of the place where you live. Please email office@artinez.co.uk first — most disputes are resolved more quickly by talking to us than by going to court.

5. Other things you can ask about

Your request	Where to look
What personal data do you hold about me, or a copy of it?	Privacy Notice, section 10
Delete my personal data	Privacy Notice, section 10
Correct something inaccurate	Privacy Notice, section 10
What cookies do you use?	Cookies & Preferences
Cancel a contract I have entered into	Consumer Cancellation and Refund Information
Report an accessibility barrier	Accessibility Statement, section 7