Complaints Procedure
Complaints Procedure explains how GOLAVON LIMITED handles customer complaints about orders, payments, delivery, activation and support.
This Complaints Procedure also explains what to expect at each stage and what options are available if we cannot resolve the issue directly.
Complaints Procedure for Golavon Limited
We would rather you contact us when something has gone wrong than remain unhappy with your experience. Therefore, this process is designed to give customers a clear way to raise concerns and receive a fair response.
Step 1 – Tell Us About the Problem
If something has gone wrong, please contact us and explain the issue clearly.
Email contact@golavon.com or call +44 798 859 8701. Please include your order number, a description of what happened and the outcome you would like.
For example, common complaints may relate to digital delivery, licence activation, billing or customer support. In many cases, we can resolve these issues at this first stage.
Step 2 – Complaint Acknowledgement
We aim to acknowledge your complaint within 2 business days.
At that point, we will confirm that we received your complaint and explain who is reviewing it.
Step 3 – Investigation and Resolution
We aim to investigate the complaint and provide a response within 10 business days after acknowledgement.
However, some complaints may require additional investigation. If we need more time, we will explain the reason and provide an updated timeframe.
Step 4 – Escalating a Complaint
If you are not satisfied with our response, you can ask us to escalate the complaint.
A senior member of GOLAVON LIMITED will then review the matter again. We aim to provide a further response within 5 business days.
Step 5 – If We Cannot Resolve the Complaint
If we complete our internal complaints process and you remain dissatisfied, other dispute resolution options may be available.
Where GOLAVON LIMITED is required by law, contract or another binding arrangement to participate in an Alternative Dispute Resolution scheme or another complaint resolution process, we will provide the relevant information when communicating the outcome of your complaint.
In addition, consumers can obtain independent guidance about their rights from Citizens Advice.
Information about consumer dispute resolution services is also available through the Chartered Trading Standards Institute.
If a dispute cannot be resolved through direct discussion or another suitable process, you may also have the option to pursue a court claim.
Nothing in this Complaints Procedure limits any statutory rights you may have under applicable UK consumer law.
What to Include in Your Complaint
To help us investigate efficiently, please provide the following information:
- Your order number.
- The email address used during checkout.
- A clear description of the issue.
- The date or approximate time the issue occurred.
- Any relevant screenshots, error messages or supporting information.
- The outcome you are seeking, such as a replacement, refund, explanation or technical assistance.
Providing these details at the beginning can help us investigate your complaint more quickly.
Contact Golavon Limited
Business Name: GOLAVON LIMITED
Company Number: 17164826
Registered Office: Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA, United Kingdom
Phone: +44 798 859 8701
Email: contact@golavon.com
Business Hours
Mon – Fri: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 4:00 PM
Sunday: Closed
Finally, we aim to deal with complaints fairly, consistently and as quickly as possible. Therefore, if you believe something has gone wrong, please contact us so we have the opportunity to investigate and respond.