Complaints Policy
1. Purpose
Comcroft Ltd (“ComCroft”) is committed to providing a fair, transparent, and responsive service. This policy sets out how to raise a complaint about our service and how we will handle it. It sits alongside — but is separate from — two other processes:
Commission disputes between a buyer and an artist (a disagreement about the work itself, a missed brief, or non-delivery) are handled through our in-platform dispute process, described in our Terms of Service (buyers) and Seller Agreement (artists). If your issue is about a specific commission, please raise a dispute from that commission's page rather than using this procedure.
Data protection complaints (about how we handle your personal data) are covered separately in our Privacy Policy, including your right to complain to the Information Commissioner’s Office.
This policy covers everything else — for example, dissatisfaction with our customer support, a technical problem that affected you, a concern about how a member of our team behaved, or any other aspect of our service.
2. How to make a complaint
Email support@comcroft.com with the subject line “Complaint”, or use our Contact form and select that your message is a complaint. Please include:
- Your name and the email address associated with your ComCroft account
- A clear description of what happened and when
- Any relevant commission or transaction ID, if applicable
- What outcome you’re looking for
3. What happens next
Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
Investigation: We will look into the matter, which may involve reviewing account activity, correspondence, or speaking with any staff or users involved. We aim to complete this within 14 calendar days of acknowledgement. If a complaint is more complex and needs longer, we will tell you why and give you a revised timeframe, which will not normally exceed 28 calendar days in total.
Outcome: We will write to you with the outcome of our investigation, our decision, and the reasons for it. Where we find we have made a mistake, we will tell you what we are doing to put it right.
4. If you’re not satisfied with the outcome
If you disagree with how your complaint was handled or its outcome, you may ask for it to be reviewed by a more senior member of our team by replying to our response and requesting escalation. We will confirm receipt of your escalation request and respond within 14 calendar days.
If your complaint relates to our handling of your personal data specifically, you retain the right to complain to the Information Commissioner’s Office at any time, as set out in our Privacy Policy.
5. Record-keeping
We keep a record of complaints, including their nature and outcome, to help us identify recurring issues and improve our service. This is handled in accordance with our Privacy Policy.
6. Contact
Comcroft Ltd — support@comcroft.com