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Complaints

If something has gone wrong, tell us.

Last updated 6 November 2026. Most problems are fixed fastest by simply telling the person working on your project.

How to complain

Email hello@highkept.com with "Complaint" in the subject. Tell us your business name, what went wrong, and what you would like us to do to put it right. Include any emails or screenshots that help.

What happens next

  1. Within 2 working days we confirm we have your complaint and who is handling it.
  2. Within 10 working days we send a full reply: what we found, and what we will do about it. If we need longer, we tell you why and when you will hear from us.
  3. If you are not happy with our reply, ask for it to be reviewed by our founder, who will look at it again from the start and reply within 10 working days.

While we look into it

If your website is down or not working, we fix that first and deal with the complaint alongside it. Raising a complaint never affects the service you get from us.

If we still cannot agree

If you are a consumer, you can contact Citizens Advice for free, independent help at citizensadvice.org.uk. For anything about how we use your personal data, you can also contact the Information Commissioner's Office.