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We take every complaint seriously. This page explains how to make a complaint, what to expect at each stage, and how to escalate if you are not satisfied.
If you are unhappy with any aspect of the LoveWorld Consulate UK portal or the service you have received, please let us know. You can submit a complaint through our contact form, by email, or in writing. Please include as much detail as possible so we can investigate thoroughly.
Sign in to raise a complaint and track its progress. If you do not have an account, use the contact form and choose the Complaint topic.
Loveworld Consulate Limited is committed to handling complaints fairly, consistently, respectfully and transparently.
This Policy explains how members, customers, merchants, volunteers, ministry representatives and other users may raise concerns and challenge relevant decisions.
Complaints may concern:
Safeguarding emergencies and serious online safety incidents will be handled through the relevant specialist procedures.
Complaints may be submitted to:
Unitedkingdom@loveworldconsulate.org
Where available, users may also use the Website's reporting or complaints facility.
Complainants should provide sufficient information to identify the concern, including relevant dates, transaction references, content links or supporting evidence.
A complaint may still be submitted where complete evidence is unavailable.
The Company aims to acknowledge ordinary complaints within three working days.
Urgent safety concerns will be prioritised according to their seriousness and applicable legal requirements.
Complaints will be assigned to an appropriate authorised person.
The reviewer may examine relevant records, request clarification and consider information supplied by affected parties.
Investigations will be proportionate to the circumstances.
A person should not ordinarily investigate a complaint about their own conduct or decision.
Depending on the circumstances, outcomes may include:
The Company will provide reasons for its decisions where appropriate or legally required.
For ordinary complaints, the Company aims to provide an initial substantive response within 15 working days.
Where a complaint requires additional investigation, the complainant should be informed of the delay and the expected next steps.
Statutory response periods and urgent safety duties take precedence over these internal targets.
Where an appeal is available, a complainant may request reconsideration of a relevant decision.
An appeal should ordinarily be reviewed by a person who did not make the original decision.
The reviewer will consider the original evidence, applicable rules, reasons for the decision and any new relevant information.
An appeal may result in the original decision being upheld, varied or reversed.
Complaints about merchant misconduct may be investigated under the Marketplace Seller Agreement.
A substantiated breach may result in a strike.
Two upheld strikes may result in removal of merchant privileges.
Serious fraud, unsafe goods or other urgent concerns may justify immediate restrictions.
Sellers will ordinarily have an opportunity to respond and seek review.
These procedures do not replace statutory consumer remedies.
Complaints about illegal content, relevant moderation decisions or other matters covered by the Online Safety Act will be handled in accordance with the Company's applicable legal duties.
The Company will provide the reporting and complaints arrangements required for its regulated services.
Concerns involving children or adults at risk must be escalated under the Safeguarding Policy.
Where someone is in immediate danger, emergency services should be contacted on 999.
The Company will not require complainants to complete an ordinary complaints process before necessary safeguarding action is taken.
Privacy complaints may be submitted to Unitedkingdom@loveworldconsulate.org.
Individuals may also complain to the Information Commissioner's Office at https://ico.org.uk.
Requests to exercise data protection rights will be handled within applicable statutory time limits.
Complaints will be handled with appropriate confidentiality.
Personal information will be shared only where necessary and lawful.
The Company will maintain appropriate records of complaints, investigations, decisions and appeals.
Records will be retained according to the applicable retention schedule.
No person will be subjected to improper retaliation for raising a genuine complaint.
Knowingly fraudulent or malicious complaints may be addressed under the Community Guidelines.
The Company will consider reasonable adjustments for individuals who require assistance using the complaints process.
Nothing in this Policy restricts statutory consumer rights, data protection rights, access to relevant regulators or available legal remedies.
The Company will review this Policy at least annually and following material changes to its services or legal obligations.
Contact: Unitedkingdom@loveworldconsulate.org
Effective Date: 4 November 2026