Complaints Policy

Effective date: 14 October 2026
Last updated: 14 October 2026

1. Purpose

Localink Uni aims to handle complaints fairly, consistently and within a reasonable period.

This Policy explains how students, society representatives, participating businesses and other users can raise concerns about the Platform or its services.

2. What You Can Complain About

You may submit a complaint concerning matters such as:

• Account access, suspension or termination.

• Student Benefit Card subscriptions, payments or cancellations.

• Society listings, membership features or application processes provided by the Platform.

• Business listings, published offers or benefit verification.

• Technical problems or service availability.

• Suspected fraud, misuse, harassment or inappropriate content.

• Privacy or personal information concerns.

• Our handling of a previous complaint.

3. Complaints About Participating Businesses or Societies

Participating businesses and societies are generally responsible for their own goods, services, activities, membership decisions and independent conduct.

If your complaint concerns a business's product, service or offer, or a society's independent activity or membership decision, we may refer you to the relevant organisation or help facilitate communication where appropriate.

This does not remove any legal rights you may have against that business or society, or any responsibilities Localink Uni has in relation to its own services.

4. How to Submit a Complaint

Please email info@localink.app with the subject line "Localink Uni Complaint".

Include, where possible:

• Your name and the email address associated with your account.

• A description of the issue.

• The date and relevant transaction, offer or account reference.

• Any supporting information that is reasonably necessary to understand the complaint.

• The outcome you are seeking.

Please do not send passwords, full payment card details or unnecessary sensitive personal information.

If you require an accessible alternative to email, contact us and we will consider reasonable arrangements.

5. Acknowledgement and Initial Review

We will aim to acknowledge a complaint within five working days.

We will review the information provided and may request further details where reasonably necessary.

If a complaint concerns an urgent safety, security or privacy issue, we will prioritise it appropriately.

6. Investigation

We will assess complaints fairly and impartially, taking account of the information available and the relevant Platform terms or policies.

Where appropriate, we may review account activity, offer information, payment records or relevant communications.

We will only access or disclose personal information as permitted by applicable law and our Privacy Notice.

7. Response and Resolution

We aim to provide a substantive response within 15 working days of receiving a complaint.

If the matter is complex or requires additional investigation, we will explain the delay and provide an updated expected response date.

Depending on the circumstances, possible outcomes may include:

• An explanation or clarification.

• Correction of an error or inaccurate listing.

• Restoration of access where appropriate.

• A review of a decision.

• A refund or other remedy where justified.

• Removal of content or other proportionate action.

• An explanation of why the complaint cannot be upheld.

These timeframes are service targets and do not replace any shorter legal deadlines or statutory rights.

8. Requesting a Review

If you disagree with the outcome, you may request a review by replying to our response or emailing info@localink.app.

Please explain which part of the decision you believe should be reconsidered and provide any relevant additional information.

Where reasonably practicable, a review will be considered by someone who was not primarily responsible for the original decision.

We will explain the outcome of the review within a reasonable period.

9. Privacy Complaints

If your complaint concerns the handling of personal information, you may contact hansoo.kim@localink.app.

We will review the matter in accordance with applicable data protection law and our Privacy Notice.

You also retain the right to complain to the UK Information Commissioner's Office (ICO) where applicable.

10. External Rights and Dispute Resolution

Nothing in this Policy prevents you from contacting a relevant regulator, exercising statutory rights or bringing legal proceedings where appropriate.

The availability of external complaint-handling or alternative dispute-resolution services depends on the nature of the dispute and applicable law.

11. Malicious or Abusive Complaints

We will consider complaints on their merits.

Where communications are threatening, abusive or clearly intended to disrupt the service, we may set reasonable communication boundaries. This will not prevent a person from exercising statutory rights or submitting a legitimate complaint.

12. Records and Confidentiality

We may keep a record of complaints and their outcomes for as long as reasonably necessary to investigate issues, improve the Platform, prevent repeated problems and meet legal obligations.

We will handle complaint information in accordance with our Privacy Notice and applicable data protection law.

13. Changes to This Policy

We may update this Policy to reflect changes to our processes, services or applicable law.

The latest version will be made available through the Platform.

14. Contact Us

For complaints or support, contact:

Operator: Localink
Address: 82 Kingston Road, New Malden, KT3 3NB
Email: info@localink.app
Privacy enquiries: hansoo.kim@localink.app