Complaints Procedure

Last updated: 12/12/25

At The Daily Hug, we aim to provide uplifting, reliable content and excellent customer service.

However, we recognise that occasionally things may go wrong.

This Complaints Procedure explains how you can raise a concern and how we will respond.

1. Purpose of This Procedure

This procedure ensures that:

• Complaints are handled promptly, fairly and transparently
• All concerns are taken seriously
• We learn from feedback to improve our services
• You know what to expect from us at each stage

A “complaint” includes any expression of dissatisfaction relating to:

• Our content
• Customer service
• Website functionality
• Subscriptions or payments
• Shop orders or digital products
• Communication or response times

2. How to Make a Complaint

You can submit a complaint by contacting us in any of the following ways:

Email:
hello@thedailyhug.org (please entitle the email, ‘Complaint’)

Postal Address:
The Daily Hug,
4th Floor, Silverstream House,
45 Fitzroy Street,
Fitzrovia, London W1T 6EB

When submitting a complaint, please include:

• Your name and contact details
• Details of the issue
• Any relevant order numbers or account information
• Screenshots or evidence (if applicable)
• The outcome you would like (e.g., refund, correction, explanation)

We encourage complaints to be made in writing so we can keep an accurate record.

3. What Happens After You Submit a Complaint

We follow a clear three-stage process:

Stage 1 — Acknowledgement (within 2 working days)

We will:

• Confirm we have received your complaint
• Provide a reference number (if applicable)
• Advise who is handling your case
• Outline the next steps and expected timeframes

Stage 2 — Investigation (within 10 working days)

A member of our team will:

• Review the details of your complaint
• Check relevant records, orders or communications
• Consult internal staff or partners as needed
• Assess what went wrong and whether we are at fault

Once the investigation is complete, we will send you a written response that includes:

• Our findings
• Any actions we will take
• Any remedy or resolution we are offering

If additional time is required (e.g., awaiting information from a supplier), we will notify
you and keep you updated.

Stage 3 — Resolution

Where your complaint is upheld, we may offer one or more of the following remedies:

• Correction to content or information
• Refund or partial refund (where applicable under our Refund Policy)
• Replacement product
• Apology and explanation
• Improvements to our processes
• Other appropriate solutions

If you remain unhappy with the outcome, you may request your case be reviewed by a senior
member of the team.

4. Complaints About Editorial Content

If your complaint relates specifically to editorial accuracy, fairness or potential harm,
we will:

• Review the content internally
• Assess it against our editorial standards
• Correct or update the content where needed
• Add clarifications or editor’s notes when appropriate

Where related to third-party sources or contributions, we may need additional time for
verification.

5. Complaints About Shop Orders or Digital Purchases

Where the complaint concerns merchandise, shipping or digital downloads, we will follow
our:

• Refund & Returns Policy
• Digital Goods Policy

This may involve contacting our print-on-demand or delivery partners.

6. Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with our:

• Privacy Policy
• Data Protection obligations under UK GDPR

Information will only be shared with individuals necessary to resolve the issue.

7. Learning From Complaints

We regularly review complaints to:

• Identify trends
• Improve customer experience
• Update training, policies and processes
• Enhance accuracy and reliability across the magazine

8. Contact Us

If you have any questions about this Complaints Procedure, or wish to submit a complaint,
please contact:

The Daily Hug
Email: hello@thedailyhug.org

The Daily Hug
4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia, London W1T 6EB