Complaints Procedure
We take every complaint seriously. Learn about our formal complaint process, response times, and escalation options.
Last updated: February 19, 2026
2-Day Acknowledgment
Complaints acknowledged within 2 business days
15-Day Resolution
Written response within 15 business days
EU ODR Access
Access to EU Online Dispute Resolution
ICO Referral
Right to escalate to data protection authority
1. How to Make a Complaint
Contact Us
To make a complaint, please email support@apidly.com with the subject line "Formal Complaint". Include: your name and account email, a clear description of your complaint, what outcome you are seeking, and any relevant evidence or documentation.
Written Complaints
You may also send written complaints to our registered office: APIDLY LTD, 82A James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom. Please mark the envelope "Complaints Department".
2. Complaint Handling Process
Step 1: Acknowledgment
We will acknowledge your complaint within 2 business days and provide a reference number for tracking. You will receive contact details for the person handling your complaint.
Step 2: Investigation
We will investigate your complaint thoroughly. This may involve reviewing account activity, speaking with relevant team members, and examining any evidence provided. We aim to complete investigations within 10 business days.
Step 3: Resolution
We will provide a written response within 15 business days of receiving your complaint. The response will include: a summary of the complaint, our findings, the resolution offered, and information about escalation options if you are not satisfied.
Complex Complaints
If your complaint requires more time to investigate, we will notify you within the initial 15-day period and provide an updated timeline. Complex complaints will be resolved within 30 business days at most.
3. Escalation Options
Internal Escalation
If you are not satisfied with our initial response, you may escalate by emailing legal@apidly.com with your complaint reference number and reasons for escalation. A senior team member will review within 10 business days.
EU Online Dispute Resolution
EU consumers may submit complaints through the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/. This free service helps resolve disputes between consumers and traders online.
UK Alternative Dispute Resolution
UK consumers may seek assistance from Citizens Advice (www.citizensadvice.org.uk) or use alternative dispute resolution services. We are willing to participate in ADR processes to resolve complaints.
Data Protection Complaints
If your complaint relates to data protection, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk. We recommend contacting our DPO at dpo@apidly.com first so we can try to resolve the matter directly.
4. Our Commitments
Fair Treatment
We treat all complaints seriously and handle them in a fair, transparent, and consistent manner. Making a complaint will never affect the quality of service you receive from us.
Continuous Improvement
We use complaint data to identify patterns and improve our services. Regular reports on complaint trends are reviewed by management to ensure systemic issues are addressed.
Record Keeping
We maintain records of all complaints and their outcomes for a minimum of 3 years. This helps us track trends, ensure consistency, and demonstrate our commitment to resolving issues.
We want to make things right. Start by contacting our support team.
Support: support@apidly.com
Legal: legal@apidly.com