Complaints

Effective · Last updated

Draft: this page is under legal review and is not yet in force.

On this page
  1. 1. How to complain
  2. 2. What to include
  3. 3. What happens next
  4. 4. Escalating to a manager
  5. 5. Outside options
  6. 6. Safety concerns and misuse involving children
  7. 7. Other routes

We want to put things right when they go wrong. This page explains how to complain, what will happen, and what you can do if you are not happy with our response. Making a complaint is free and does not affect your legal rights.

Revizona is operated by Revizona Ltd, a company registered in England and Wales (company number [COMPANY NUMBER]), registered office [REGISTERED OFFICE ADDRESS].

1. How to complain

  • Email: [email protected] (or [email protected])
  • In the app: go to Help and choose Make a complaint [CONFIRM: in-app complaint form available at launch]
  • Phone: [CUSTOMER SERVICE PHONE NUMBER, IF ANY]
  • Post: Complaints, Revizona Ltd, [REGISTERED OFFICE ADDRESS]

A parent or guardian, or another person you authorise, can complain on your behalf. If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments.

If your complaint is about an AI mark, you can first use Report a mark for a quick human review. See our AI Marking & Content Notice.

2. What to include

  • your name and the email address linked to your account;
  • what went wrong and when;
  • any relevant details, such as the question, payment date or screenshots; and
  • what you would like us to do to put it right.

Please do not send full card numbers or passwords. We will never ask for them.

3. What happens next

  1. Acknowledgement. We confirm we have received your complaint within 2 working days, give you a reference number and tell you who is handling it.
  2. Investigation. We may contact you if we need more information.
  3. Final response. We aim to send you a full written response within 14 days of receiving your complaint, explaining what we found, what we will do and why.
  4. If we need longer. If your complaint is complex, we will write to you before the deadline to explain why and tell you when to expect our response.

Where we agree something went wrong, we will put it right. This may include correcting a mark, fixing content, a refund or credit in line with our Subscriptions & Refunds policy, or a change to how we do things.

4. Escalating to a manager

If you are not satisfied with our final response, reply to it and ask for the complaint to be escalated. A manager who was not involved in the original response will review it and reply within 14 days. This is our final internal response.

5. Outside options

You can go to an outside body at any time, though our process is often the quickest way to resolve things.

  • Alternative dispute resolution (ADR). If we cannot resolve your complaint, our final response will give you the name and website of a certified ADR provider and tell you whether we will use it: [CONFIRM: ADR provider and whether Revizona agrees to use it]. ADR is free or low-cost for consumers and is an alternative to going to court.
  • Courts. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can bring a claim in your local courts. For smaller claims, the small claims process is usually the simplest route.
  • Consumer advice. Citizens Advice (citizensadvice.org.uk) gives free, independent advice on consumer rights.

If you live outside the UK, nothing on this page removes protections that the mandatory consumer law of your country gives you.

5.1 Data protection complaints

If your complaint is about how we use your personal data, please contact us first at [email protected] or our Data Protection Officer at [email protected]. We will acknowledge it and respond without undue delay. If you are not satisfied, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113. Our ICO registration number is [ICO REGISTRATION NUMBER]. Our Privacy Policy explains your data rights.

6. Safety concerns and misuse involving children

Concerns about the safety or wellbeing of a child, or misuse of Revizona involving a child, are not handled as ordinary complaints. They have a separate priority route.

  • Email: [email protected], with “Safety concern” in the subject line
  • In the app: use Report a problem and select Safety concern

We acknowledge safety reports within 24 hours, including at weekends, and act as quickly as the situation requires. This may include suspending an account, removing content, contacting a parent or guardian, or reporting to the relevant authorities where the law requires or a child is at risk. We will tell you what we have done where it is safe and appropriate to do so.

If a child is in immediate danger, call 999 (or your local emergency number) first.

See also our Children & Parents page and Acceptable Use & Academic Integrity policy.

7. Other routes

We review complaint records regularly to improve Revizona.

Questions about this page? Email [email protected].