1. Purpose of this Policy

Sandhurst Digital Studios Ltd ("Sandhurst", "we", "us" or "our") is committed to treating customers fairly and providing a high standard of service. We recognise that, on occasion, a customer may be dissatisfied with a product, service, communication, payment arrangement or finance-related matter.

This policy explains how customers can make a complaint, how we will investigate and respond, and what further options may be available if a customer remains dissatisfied.

2. What We Treat as a Complaint

A complaint is an expression of dissatisfaction, whether made verbally or in writing, about our products, services, actions or failure to act, where a customer expects a response or resolution.

Complaints may relate to matters including customer service, orders, album specifications, photographs or digital products, delivery, payments, cancellations, refunds, communications, data handling, or the way a finance option has been introduced or explained.

3. How to Make a Complaint

You may make a complaint in writing or through our website www.photoshootmodels.co.uk. Please provide your name and contact details, your order number where applicable, a clear description of the issue, relevant dates or correspondence, and the outcome you would like us to consider.

Sandhurst Digital Studios Ltd
Company Registration Number: 11664348
Address: Lower ground floor, Kirkman house, 12-14 Whitfield street, London, W1T 2RF.

We will not charge you for making or pursuing a complaint.

4. What Happens When We Receive a Complaint

We will record the complaint and assess the issues raised. Where possible, straightforward matters will be resolved promptly. If the matter requires further investigation, we will gather relevant records, speak to appropriate staff or service providers where necessary, and consider the circumstances fairly and objectively.

We may contact you if we need additional information. We will keep you informed where appropriate and will communicate our decision in clear language.

5. Complaint Handling Standards

We aim to handle complaints fairly, consistently and without unreasonable delay. We will consider the facts and evidence available, any applicable contractual terms, relevant law and regulatory requirements, and whether remedial action is appropriate.

Where we identify an error, we will consider suitable corrective action. Depending on the circumstances, this could include an explanation, apology, correction, replacement, refund or other appropriate remedy. The remedy available will depend on the facts of the individual complaint and the customer's legal and contractual rights.

6. Finance-Related Complaints

Sandhurst may introduce customers to Buyline Ltd in connection with finance for our products and services. Buyline Ltd is registered in England and Wales under company number 11223350, with registered address B12 Elmbridge Court, Cheltenham Road East, Gloucester, GL3 1JZ. Buyline states that it is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 805162.

If your complaint concerns something Sandhurst has done - for example, the way a finance option was presented or an introduction was handled - please complain to us using the contact details in this policy.

If your complaint concerns Buyline's own finance application process, credit decision, finance agreement, account administration or another matter for which Buyline is responsible, the complaint may need to be dealt with by Buyline. Where appropriate, we will explain this to you and may refer or forward the matter in accordance with applicable requirements and data-protection obligations.

Buyline contact details supplied to Sandhurst are: telephone 03330 230 134; email hello@buyline.co.uk; website www.buyline.co.uk.

7. Response Times

We will acknowledge and investigate complaints as promptly as reasonably possible. For any complaint that falls within Financial Conduct Authority complaint-handling rules, we will follow the response times and procedures applicable to that complaint, including providing a final response within the applicable regulatory deadline unless an exception applies.

For complaints that do not fall within those rules, we will still aim to provide a substantive response promptly and will let you know if more time is reasonably required.

8. Our Final Response

Where appropriate, our final response will summarise the complaint, explain the outcome of our investigation, set out any action or remedy we propose, and explain any relevant next steps.

If the complaint is one for which external escalation rights apply, the final response will provide the required information about those rights.

9. Financial Ombudsman Service

For certain regulated financial-services complaints, an eligible complainant who remains dissatisfied after receiving a final response may have the right to refer the complaint to the Financial Ombudsman Service (FOS), subject to its eligibility rules and time limits.

Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123

10. Complaints About Personal Data

If your complaint concerns the way we use or protect your personal information, we will investigate it in accordance with our Privacy Policy and applicable data-protection law.

You may also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator. We encourage you to contact us first so that we have an opportunity to address your concern.

11. Record Keeping and Confidentiality

We will keep appropriate records of complaints and their outcomes for the period required by applicable legal, regulatory and business requirements. Complaint information will be handled confidentially and shared only where necessary to investigate or resolve the matter, meet legal or regulatory obligations, or establish, exercise or defend legal rights.

12. No Adverse Treatment

A customer will not be treated unfairly or disadvantaged simply because they have made a complaint in good faith. We welcome legitimate feedback and use complaints to identify opportunities to improve our products, processes and customer service.

13. Monitoring and Review

We will periodically review complaints to identify recurring issues, potential customer harm and areas where our procedures, communications or staff training may need improvement. This policy will also be reviewed when there are material changes to our business, finance arrangements or applicable legal and regulatory requirements.

14. Policy Ownership

This policy is owned by Sandhurst Digital Studios Ltd. Responsibility for complaint handling should be allocated to an appropriate senior person within the business.