Complaints procedure

Vinealto is a brand of Honest Glass Group Limited, a company registered in England and Wales under company number 17202326, with its registered office at Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE.

What this covers

This procedure covers any complaint about Vinealto: our website, our apps, the course, the Restaurant Guide, the Pairing Library, a purchase, Vinealto for Business, or how we dealt with you.

Two kinds of complaint have their own procedure:

• Exam results. To challenge a result or an exam decision, use our exam appeals policy.
• Your personal data. To complain about how we use your data, use our data protection complaints procedure.

If you are not sure which applies, write to us and we will route it for you.

How to complain

Email elise@vinealto.com with "Complaint" in the subject. Elise is the name of our customer desk. Replies are drafted with the help of AI, and our team checks and approves every one before it is sent.

Tell us:

• your name, and the email address on your account if you have one;
• what went wrong, and when;
• what you would like us to do.

Send any screenshots, receipts or other evidence that will help. If you cannot use email, write to us at the address at the top of this page. If you need help to make a complaint, or need our reply in another format, tell us.

What happens next

1. We acknowledge your complaint within 5 working days.
2. We look into it. We may ask you for more details.
3. We send you a full reply within 20 working days. It will say what we found, what we will do and why. If we need longer, we will tell you why before the 20 days are up and give you a new date.

If you are unhappy with our reply

Reply to it and say why. Your complaint then goes to Michael Cross, our director, who will review it afresh. He will reply within 20 working days, or tell you why he needs longer and give you a new date.

His reply is our final response. It will say that it is our final response, and whether there is anything more we can do.

What we record

For each complaint we record who made it, when, what it was about, what we did, and the outcome. We use these records to handle your complaint and to put right anything that keeps going wrong. We keep them as set out in our data retention policy.

Your legal rights

This procedure does not affect your legal rights, including your rights under the Consumer Rights Act 2015. You may take other action at any time.

Purchases through Apple or Google

If you bought something in one of our apps through the App Store or Google Play, Apple or Google sold it to you. Their own refund routes apply as well as this procedure, and only they can refund that purchase. We will still look into any complaint about the product itself.

Restaurants in the Guide

If you run a restaurant and you are unhappy with your Guide entry:

• Facts. Tell us about any error of fact, such as your address, opening, menu or wine list. We will check it and correct it promptly.
• Scores and opinions. These are the judgement of our assessors. We do not change them on request.
• Accuracy and fairness. We will consider any complaint that an entry is inaccurate or unfair. We will reply with our reasons, whatever we decide.

Using Vinealto for Business, or any other dealing with us, never affects an entry.