Complaints Policy

1. Introduction: This document sets out our complaints policy. If you are a User of our website, this Complaints Policy forms part of your agreement with us.

2. Who we are and how to contact us: This website is operated by LiveLines UK Ltd. We are a company registered in England, with company registration number 04145064. Our registered office address is Victory House, 400 Pavilion Drive, Northampton Business Park, Northampton, NN4 7PA.

3. Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term 'business days' means any day which is not a Saturday, Sunday or public holiday in England, United Kingdom.

4. Who can use this Complaints Policy? Whether or not you are a user of our website, you can use this Complaints Policy to alert us to any complaint which you have relating to our website (s).

5. How to make a complaint: If you have a complaint about our website (including any complaint about Content appearing on our website or the conduct of a User), please send your complaint to payments@livelinesuk.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates. If you are unable to contact us by email, please write to us at the following address: LiveLines UK Ltd, 400 Pavilion Drive, Northampton Business Park, Northampton, NN4 7PA.

6. How we deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content under section 5 above:

1. We will take such steps as we consider appropriate to investigate your complaint within a timescale appropriate to its nature.
2. If we require further information or documents from you, we will contact you to let you know.
3. We will, in good faith, investigate and resolve your complaint within seven (7) business days;
4. If we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message.
5. If we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.
6. How will we deal with complaints related to copyright infringement? Complaints related to copyright infringement must be submitted in accordance with our privacy policy, and we will respond to copyright infringement complaints as set out in such policy. Please email payments@livelinesuk.com for further information.

8. How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:

1. We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint.
2. If we require further information or documents from you, we will contact you to let you know.
3. We will, in good faith, take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on our websites and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
4. We are not obligated to inform you of the outcome of your complaint.
5. Unjustified or abusive complaints: If you use our websites, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy that is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your account or stop you from accessing the services.