Support and Complaints Policy

Last updated: 20 July 2026

1. Contacting support

For order, account, product or download assistance, email:

info@primedownloads.co.uk

Include where relevant

• order email;
• order number;
• product name or code;
• date of purchase;
• clear description of the issue;
• screenshot or error message.

1. What support covers

Reasonable support may include

• locating a completed order;
• restoring legitimate download access;
• identifying included files;
• clarifying published setup instructions;
• investigating a missing or corrupted file;
• checking product version eligibility;
• explaining published licence or compatibility information.

1. What standard support does not include

Unless separately agreed, support does not include:

• completing templates for customers;
• bespoke document drafting;
• custom spreadsheet development;
• business consultancy;
• legal, tax, accounting or financial advice;
• support for unsupported third-party software;
• extensive training;
• redesigning a product for an individual customer.

1. Response targets

We aim to acknowledge

• general support requests within two business days;
• formal complaints within two business days;
• urgent security or unauthorised-account reports as soon as reasonably possible.

These are targets rather than guaranteed resolution times.

1. Making a formal complaint

Use the subject line

Formal Complaint – [ORDER NUMBER OR ISSUE]

Explain

• what happened;
• relevant dates;
• order information;
• steps already taken;
• desired resolution;
• supporting evidence.

1. Complaint review

We will

• acknowledge the complaint;
• review relevant records;
• ask for clarification where necessary;
• provide a reasoned response;
• explain any proposed remedy;
• keep a proportionate complaint record.

1. Escalation

Where you remain dissatisfied, reply and request a final review.

A person not responsible for the original response should review the matter where reasonably possible.

1. Payment disputes

Contact us before starting a payment dispute so we have an opportunity to investigate.

This does not remove any lawful right to contact a payment provider, regulator, court or alternative dispute service.

Do not claim membership of an ADR body unless verified.

1. Abusive communications

We will communicate respectfully and expect the same in return.

We may restrict communications that are threatening, discriminatory, harassing, persistently abusive or clearly unrelated to a genuine customer issue.

A legitimate unresolved complaint will still be handled appropriately.

1. Contact details

PrimeDownloads PrimeDownloads No public business address is currently published. Customer support is available by email at info@primedownloads.co.uk. info@primedownloads.co.uk

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