Complaints procedure

Last updated: 18 October 2026

How to make a complaint

If you are unhappy with any aspect of the service you have received from qbwfileunlock.com, please contact us at [email protected]. Please include:

Prefer a pre-written form? Use our contact page.

• your name and the email address you used on the order;
• the order ID (if known);
• the date the order was placed;
• what went wrong, and what you would like us to do about it.

How we will handle it

We aim to:

• acknowledge your complaint within 2 working days of receiving it;
• investigate and respond substantively within 10 working days;
• where the investigation will take longer, we will tell you so within 10 working days and provide an updated timeline.

What we may do in response

Depending on the nature of the complaint, we may:

• re-process your file at no additional charge;
• re-issue a download link for the data file;
• issue a full or partial refund;
• apologise and explain what we will do differently in future.

If you are not satisfied with our response

If our response does not resolve your complaint, you can ask for the matter to be escalated to the operator's review. We will treat the escalation as a fresh complaint and respond within 10 working days.

As a sole trader providing services to consumers, we are not required to be a member of an alternative dispute resolution (ADR) scheme. However, you remain entitled at all times to seek redress through the small claims procedure of the County Court in England and Wales, the Sheriff Court in Scotland, or the Small Claims Court in Northern Ireland.

Consumer-rights advice is available from Citizens Advice and from Chartered Trading Standards Institute.

Out-of-court dispute resolution

The European Commission's online platform for online dispute resolution between consumers and traders is at ec.europa.eu/consumers/odr. As a UK-based sole trader, we are not currently registered with the platform; the platform is provided here for your information only.

Contact

General questions (not complaints) can be sent to [email protected].

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