Complaints& Support

How to contact us

You can raise a support request or complaint through the contact page or by emailing info@ggworldwide.co.uk.

If your concern relates to a separate client agreement, proposal, statement of work or paid service, please also refer to the contact or notice details in that agreement.

What to include

• Your name, business name and contact details.
• The email address linked to your account, membership, order or enquiry if different.
• The page, form, account area, community feature, invoice or service concerned.
• A clear description of what happened, when it happened and the outcome you are seeking.
• Any relevant order reference, invoice number, screenshot or supporting information.

Response times

We aim to acknowledge support requests and complaints within two business days where practical. More complex issues may take longer to review, especially where they involve account records, payment providers, community moderation, third parties or historic correspondence.

We aim to provide a substantive update within ten business days where practical. If we need more time, we will try to explain why and provide a revised timescale.

How we review concerns

We may review account records, form submissions, payment records, community activity, correspondence, technical logs, service notes and relevant agreements to understand the issue.

We may ask for additional information where needed. Please do not send sensitive personal information or confidential third-party documents unless they are necessary and the channel is appropriate.

Possible outcomes

Depending on the issue, possible outcomes may include a support response, technical fix, account correction, explanation, apology, moderation action, refund review, service follow-up, or referral to a specific agreement or provider.

We may decline a request where it is outside our control, unsupported by the available records, inconsistent with agreed terms, abusive, repetitive, or not something G&G can reasonably resolve.

Urgent, security or safeguarding concerns

If you believe your account has been compromised, contact us as soon as possible and change your password if the account tools allow it.

This policy is not an emergency route. If there is immediate risk of harm, criminal activity or urgent legal risk, contact the relevant authority or professional adviser first.

Other rights and routes

This policy does not limit legal rights that cannot be excluded. Privacy rights are handled under the Privacy Policy. Payment, membership and refund requests may also be reviewed under the Membership, Subscription and Refund Policy.

If a specific service or law requires another complaints, regulatory or alternative dispute route, we will provide details where applicable.