Fire Tree DigitalBoutique app studioSupport centre

Fair, clear and accountable

Complaints procedure

How Fire Tree Digital will receive, investigate and respond when something has gone wrong.

Last updated: 20 October 2026

What counts as a complaint?

A complaint is an expression of dissatisfaction that calls for a response. It may concern a product, customer support, accessibility, billing, privacy, information security or the way an earlier concern was handled.

How to complain

The official complaints mailbox and postal address are being configured. The Support Centre can currently help you prepare a clear complaint, but it does not transmit it. A verified submission channel will be published before any app is sold publicly.

Please keep the prepared text and any relevant screenshots, dates, device details or previous correspondence.

What to include

  • Your name and a safe way to reply.
  • The app, service or issue involved.
  • What happened and when.
  • What you have already tried.
  • What outcome would reasonably resolve the issue.
  • Any accessibility or communication adjustment you need.

How we will handle complaints

1AcknowledgeWe aim to confirm receipt within five working days. Data-protection complaints will be acknowledged within 30 days as required by current UK guidance.
2Investigate fairlyWe will review the relevant facts, records and product information without bias.
3Keep you informedWe will explain if more information or additional time is reasonably needed.
4Explain the outcomeWe will give reasons and describe any corrective action where appropriate.

Target response time

For ordinary service complaints, Fire Tree Digital aims to provide a substantive response within 20 working days. Complex matters may take longer; if so, we will explain why and provide an update. A separate statutory deadline may apply to an information-rights request.

Data protection escalation

If you remain dissatisfied with the handling of personal information, you may complain to the Information Commissioner’s Office. The ICO will usually expect you to have raised the matter with the organisation first.

No retaliation

Raising a complaint in good faith will not affect how Fire Tree Digital treats you. Complaints should be used to resolve problems and improve the service.