Complaints

Complaints Procedure

At buyprivateplates.uk, we are committed to providing an excellent service. If something goes wrong, we want to hear about it so we can put it right.

How to Make a Complaint

You can contact us by:

Email: hello@buyprivateplates.uk
Post:  Buy Private plates UK, 37 Lewis Drive, Wiggenhall St. Germans, King’s Lynn, Norfolk, PE34 3FB
Telephone: 01603 327105

When making a complaint, please provide:

• Your full name
• Your order number (if applicable)
• The registration mark involved (if applicable)
• A clear description of the issue
• What outcome you are hoping for

What Happens Next

Step 1 — Acknowledgement We will acknowledge your complaint within 2 working days of receiving it.

Step 2 — Investigation We will investigate your complaint thoroughly. If we need further information from you, we will ask for it promptly.

Step 3 — Response We aim to provide a full response within 14 working days. If your complaint is complex and requires more time, we will let you know and provide an estimated resolution date.

Step 4 — Resolution We will explain our findings and, where appropriate, offer a remedy. This may include a refund, a replacement registration, or another appropriate action.

If You Are Not Satisfied

If you are not satisfied with our response, you may:

1. Request a senior review — Ask for your complaint to be reviewed by a director of Rivmedia Ltd. We will respond within a further 14 working days.
2. Alternative Dispute Resolution (ADR) — As an online trader, we are required to inform you of the UK Government’s Online Dispute Resolution platform. You can access it at https://ec.europa.eu/odr. While we are not currently registered with a certified ADR provider, we are committed to resolving disputes fairly and will engage in good faith with any mediation process.
3. Trading Standards — You can contact your local Trading Standards office through the Citizens Advice consumer helpline on 0808 223 1133 or via https://www.citizensadvice.org.uk.
4. DVLA — If your complaint relates specifically to the DVLA registration transfer process, you can contact the DVLA directly at https://www.gov.uk/contact-the-dvla.
5. Information Commissioner’s Office (ICO) — If your complaint relates to how we handle your personal data, you can contact the ICO at https://ico.org.uk or on 0303 123 1113.

Our Commitment

We take all complaints seriously and use them to improve our service. All complaints are logged, reviewed, and used to identify areas where we can do better.