Effective Date: 18 June 2025
Last Updated: 18 June 2025

Mavacrest Ltd is committed to delivering a transparent, fair, and high-quality customer experience. We value all feedback and take every complaint seriously. This policy outlines how you can raise concerns and how we handle complaints in a structured and professional manner.

1. Purpose

This Complaints Policy is designed to provide a clear, fair, and efficient process for handling any issues related to:

  • Purchases of our digital products

  • Access or performance of our website

  • Interactions with customer support

  • Concerns related to bonus prize draws or marketing

  • Advertising or legal-related concerns

2. How to Submit a Complaint

You can file a complaint using any of the following methods:

📧 Email: support@mavacrest.com
🌐 Online Form: www.mavacrest.com/contact
📬 Mail:
Mavacrest Ltd – Complaints Department
71–75 Shelton Street, Covent Garden
London, WC2H 9JQ, United Kingdom

Please include the following details in your complaint:

  • Your full name and contact information

  • Date and description of the issue

  • Reference number (if applicable)

  • Supporting screenshots or evidence (if any)

3. Complaint Process & Timeline

  • Acknowledgment: We will confirm receipt of your complaint within 2 business days.

  • Investigation: Your complaint will be reviewed within 10 business days, including any consultation with third-party partners if necessary.

  • Resolution: We aim to provide a final response within 15 business days from acknowledgment.

    • If additional time is needed, we will notify you with an updated timeline.

4. Possible Outcomes

Depending on the nature of your complaint, possible resolutions may include:

  • A formal apology and explanation

  • A refund or partial reimbursement (if applicable)

  • A credit or goodwill voucher for future use

  • Internal review or disciplinary action

  • Adjustments to our policies, terms, or operational procedures

5. Escalation Procedure

If you are unsatisfied with our proposed resolution:

  • You may request an internal escalation to a senior compliance officer.

  • If still unresolved, you may escalate the matter externally to:

    • The Advertising Standards Authority (ASA)

    • UK Trading Standards

📧 Escalation Contact: escalation@mavacrest.com

6. Anonymous Complaints

We accept anonymous submissions; however, the lack of contact details may limit our ability to investigate or resolve the issue thoroughly.

7. Record Retention

We maintain a secure log of all formal complaints and their outcomes for a minimum of 5 years, in accordance with UK data protection regulations (UK GDPR).

8. Continuous Improvement

We regularly review complaint data to identify areas of improvement in:

  • Customer service

  • Product quality and delivery

  • Bonus prize draw transparency

  • Legal compliance and accountability

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