Complaints Procedure
Last updated: 5th July 2026
1. Introduction
We want everyone using the Zomzey™ platform at zomzey.io (the “Platform”) to have a fair and positive experience. If something has gone wrong, we want to hear about it and put it right.
This Complaints Procedure explains how to make a complaint about ITXL LTD (“we”, “us”, “our”, or “Zomzey™”) and how we handle complaints. It forms part of our Terms of Service.
2. What this procedure covers
This procedure is for complaints about us — Zomzey™ and ITXL LTD including:
- The way we have handled a dispute between you and another User
- The quality of our customer service
- Errors in billing, account management, or payouts caused by us
- The conduct of Zomzey™ staff or representatives
- The accuracy or fairness of decisions we have made affecting your account
- Failures of the Platform to perform as described
- Concerns about our handling of your personal data
3. What this procedure does not cover
This procedure is not the right route for:
- Disputes between you and another User about a specific Order — see our Dispute Resolution Policy
- Refund requests for subscriptions or transactions — see our Refund Policy
- Reports of breach of acceptable use by another User — see our Acceptable Use Policy
- Privacy or data protection enquiries — these go to privacy@zomzey.io and you also have the right to complain directly to the ICO
If your concern fits one of the above categories, please use the relevant route first. You can still raise a complaint through this procedure if you remain unhappy after that route has been exhausted.
4. Our principles
When we handle a complaint, we commit to:
- Treating you fairly and with respect
- Listening properly to what you have to say
- Investigating thoroughly and impartially
- Responding within reasonable timeframes
- Explaining clearly what we have decided and why
- Putting things right where we have got something wrong
- Learning from complaints to improve the Platform
- Treating the complaint confidentially within our team
- Not penalising you for raising a complaint in good faith
5. How to make a complaint
5.1 Try us informally first
If you have a smaller concern, the fastest way to resolve it is often by contacting our customer support team. Many issues are resolved within hours through normal support channels.
5.2 Making a formal complaint
If informal contact has not resolved the issue, or your concern is more serious, please make a formal complaint by emailing:
Include in your email:
- Your full name and the email address registered to your Zomzey™ account
- A clear description of what has gone wrong, with dates and Order or Brief references where relevant
- Any supporting evidence — screenshots, emails, links, transaction references
- What you have already tried (e.g. customer support, dispute resolution)
- What outcome you are seeking
You may also write to us at:
Complaints
ITXL LTD
167-169 Great Portland Street
London W1W 5PF
United Kingdom
6. What happens next
6.1 Acknowledgment
We will acknowledge your complaint within 3 business days of receiving it. The acknowledgment will confirm we have received the complaint, give you a reference number, and let you know who is investigating.
6.2 Investigation
We will investigate your complaint by:
- Reviewing the evidence you have submitted
- Looking at the relevant account, Order, or platform records
- Speaking with any staff or representatives involved
- Asking you for further information if needed
- Checking what our policies and procedures require in your situation
The investigation is carried out by someone not directly involved in the matter being complained about, where possible.
6.3 Response
We aim to provide a full response within 20 business days of acknowledgment. The response will explain:
- What we have looked at
- What we have found
- Whether we uphold the complaint, in whole, in part, or not at all
- What we propose to do as a result, including any remedy or refund where appropriate
- How you can escalate if you are not satisfied
If your complaint is particularly complex and we need longer, we will tell you before the 20-business-day deadline, give you a revised expected date, and explain why.
7. Possible outcomes
Depending on what we find, possible outcomes include:
- An apology and explanation
- A correction of an error in your account or billing
- A refund or credit where money has been wrongly taken
- A reversal of a decision affecting your account
- A change to how we do something going forward
- A goodwill gesture in cases where the technical position favours us but service standards have fallen short
- A finding that we acted correctly and explanation of our reasoning
8. Escalation if you are not satisfied
If you remain dissatisfied with our response, you can ask for the matter to be reviewed by a senior member of our team. To request a review, reply to our response email within 14 days setting out:
- The original complaint reference
- Why you are not satisfied with the initial response
- Any new evidence not previously available
The review will be carried out by someone not involved in the original investigation. We aim to respond within a further 20 business days.
9. External resolution
If you have completed our internal complaints process and remain dissatisfied, you may have other options depending on the nature of your complaint:
9.1 Information Commissioner’s Office (ICO)
For complaints about how we have handled your personal data, you can contact the ICO directly. We respect your right to do this at any time, and you do not need to use our complaints process first:
- Website: ico.org.uk
- Helpline: 0303 123 1113
9.2 Citizens Advice and Trading Standards
For consumer-related complaints (where you used the Platform as a consumer rather than as a business), Citizens Advice and Trading Standards can provide guidance:
- Citizens Advice: citizensadvice.org.uk
- The Citizens Advice Consumer Helpline: 0808 223 1133
9.3 Alternative Dispute Resolution (ADR)
For consumer disputes that meet the relevant criteria, you may have access to Alternative Dispute Resolution. We are not currently a member of any ADR scheme. We will keep this position under review and update this policy if our position changes.
9.4 Court action
You may also pursue your complaint through the courts. The Small Claims track of the County Court (England and Wales) handles claims up to £10,000 and is designed to be accessible without formal legal representation. Equivalent procedures exist in Scotland and Northern Ireland.
10. Confidentiality
We treat complaints in confidence within our team. Information you provide is shared only with those who need to see it to investigate properly, plus any third party we are legally required to inform (such as regulators or law enforcement, where relevant).
We will not disclose your identity to another User as part of a complaint investigation unless it is necessary to do so and we have told you in advance.
11. No retaliation
We do not penalise Users for making complaints in good faith. Your account will not be suspended, terminated, downgraded, or otherwise disadvantaged because you have made a complaint about us. If you believe you have suffered detriment as a result of making a complaint, please raise this immediately by emailing complaints@zomzey.io.
This protection does not apply to vexatious, false, or abusive complaints, which may be treated as breaches of our Acceptable Use Policy.
12. Records and learning
We keep records of complaints, our investigations, and our responses for at least 6 years from closure, in line with our data retention practices. We use anonymised data from complaints to identify patterns, improve the Platform, retrain staff, and update policies. Personal data within complaint records is handled in line with our Privacy Policy.
13. Vexatious or abusive complaints
While we welcome genuine complaints, we may decline to engage further with complaints that are:
- Repeated complaints about the same matter where we have already given a final response
- Complaints made for the purpose of harassment, intimidation, or extortion
- Complaints containing abusive, threatening, or hateful language
In such cases, we will tell you in writing that we will not engage further and explain why.
14. Accessibility
If you need help making a complaint because of a disability, communication difficulty, or because English is not your first language, please let us know. We will adjust the process to accommodate your needs, including accepting complaints made by phone, by post, by trusted representative, or in plain language.
15. Changes to this procedure
We may update this Complaints Procedure from time to time. The “Last updated” date at the top reflects when material changes were made. Significant changes will be notified through the Platform or by email. The version of this procedure in force at the time you make a complaint governs that complaint.
16. Contact
TDTo make a complaint, request a review, or ask a question about this procedure, contact:
ITXL LTD
Complaints
167-169 Great Portland Street
London W1W 5PF
United Kingdom
Email: complaints@zomzey.io
Companies House: 17060034