Complaints Procedure

Last updated: 8 May 2026

We want you to have a service that works. When something doesn't, we want to hear about it and fix it quickly. This page explains the route to raise a complaint and what to expect.

1. How to raise a complaint

Email support@lineman.io from the address linked to your Lineman account. Include:

  • a short description of the problem;
  • when it started;
  • what you have tried;
  • the outcome you would like (refund, fix, account credit, written explanation).

You can also write to our registered office (see the page footer for the address). Email is faster.

2. What you can expect from us

  • Acknowledgement within 2 working days. A real human will read what you sent.
  • First substantive response within 10 working days. If we need longer, we will tell you why and when to expect the next update.
  • Resolution within 28 days for most cases. Complex cases (especially those involving third-party processors or technical investigation) may take longer; we will keep you updated weekly.

3. Escalation inside Lineman

If you are not satisfied with the response from support@lineman.io, ask for the matter to be escalated. Mark the email subject ESCALATED COMPLAINT. The complaint will be reviewed by someone who has not been directly involved with it before, who has authority to authorise refunds, account credit, or substantive changes to how we handle the issue.

4. Independent dispute resolution

If you have completed our internal complaints process and are still not satisfied, you have several routes outside Lineman.

  • UK consumers: the Citizens Advice consumer service provides free advice. You can also contact your local Trading Standards office.
  • EU consumers: the EU Online Dispute Resolution platform is available for cross-border consumer disputes. Following the UK's exit from the EU, the ODR platform is no longer mandatory for UK traders; we list it for the convenience of EU-resident customers who may find it useful.
  • All consumers: you have the right to bring proceedings in the courts of your habitual residence, where permitted by law. Nothing in this policy or our Terms restricts that right.

5. If your complaint relates to data protection

For data-protection complaints, contact privacy@lineman.io first. If you remain unsatisfied, you can complain to the UK Information Commissioner's Office at ico.org.uk or to your local supervisory authority if you are in the EU/EEA. See the Privacy Policy for full details on data-protection rights.

6. Goodwill outcomes

We will sometimes offer a goodwill refund or account credit even where there is no strict legal entitlement, if it's the right thing to do. The availability of goodwill outcomes does not in any way reduce or replace your statutory rights — see the Refund Policy for those.