Home · Complaints Procedure

Complaints Procedure

Last updated: 6 August 2026

1. Our approach

NorthLens Studio is a small business and complaints are handled personally by the owner. Every complaint is taken seriously, investigated fairly and answered in writing.

2. How to complain

Send your complaint to info@northlensstudio.co.uk, or use the contact form and select 'Complaint'. You may also write to the postal address at the foot of this page.

3. What to include

• your name and the email address used for the purchase or enquiry;
• your Stripe order reference, where the complaint relates to a purchase;
• a clear description of what went wrong and when;
• copies of relevant correspondence;
• what outcome you are seeking.

4. Timescales

• Acknowledgement within five business days of receipt.
• A full written response within 21 days where possible.
• If more time is needed, you will be told why and given a revised date.
• Refund elements of a complaint are assessed under the Refund Policy.

5. Investigation

We will review the correspondence, the order record, the Stripe payment status and any delivery record, and will contact you if further information is needed.

6. If you remain dissatisfied

Ask for the matter to be reviewed once more, explaining why you disagree with the outcome. If the complaint concerns a payment, you may also raise it with your card issuer or with Stripe. If it concerns personal data, you may complain to the Information Commissioner's Office at ico.org.uk. Consumers may also seek advice from Citizens Advice.

7. Records

Complaint records are retained for up to six years so that patterns can be identified and service improved.

8. Contact

NorthLens Studio is a trading name operated by Aayush Rai as an independent sole trader in the United Kingdom.

1 Bateson Street, London, SE18 1DA, United Kingdom
Email: info@northlensstudio.co.uk · Telephone: +44 7867 527009