Complaints Policy

Last updated: 9 August 2026

Gorilla Fones Ltd, trading as Sell Phone Fast Company number: 16636791 Registered office: Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom Contact: support@sellphonefast.co.uk

1. How to complain

Email support@sellphonefast.co.uk with your name, order reference, contact details, what happened, the outcome you want and any relevant evidence. If email is unsuitable, write to the registered office marked ‘Complaints’.

2. Our response stages

• Acknowledgement: normally within two business days.

• Investigation: an authorised person reviews the order history, communications, inspection evidence, payment and tracking records.

• Substantive response: we aim to respond within 10 business days. If more time is needed, we explain why and provide an update date.

• Review: if you disagree, request an internal review within 14 calendar days, explaining what you believe was missed.

3. Possible outcomes

Depending on the facts, we may explain the decision, correct records, repeat or review an inspection, honour or revise an offer, arrange return, trace or reissue payment, reimburse an evidenced loss where legally responsible, apologise, or improve our process.

4. Fairness and evidence

We do not disadvantage a customer for making a complaint. We may request reasonable identity or ownership evidence to protect the customer and device. We retain complaint records only as long as reasonably required for resolution, legal claims, compliance and improvement.

5. Escalation

If unresolved, you may seek independent advice from Citizens Advice, Trading Standards through the appropriate referral route, the Information Commissioner’s Office for data-protection matters, or a court. We will state any applicable alternative dispute resolution option if we adopt or are required to use one.