Complaints Policy 

Effective Date: 25 September 2026
Last Updated: 25 September 2026

Eco Tech Recycle aims to provide a clear, fair and professional service. If something goes wrong or you are dissatisfied with a service we have provided, we encourage you to tell us so that we can investigate the matter and respond appropriately.
Eco Tech Recycle is a trading name of Tech Cell Limited.
Key Points at a Glance
Complaints can be submitted by email.
Please provide enough information for us to identify and investigate the matter.
We normally aim to acknowledge complaints within 2 working days.
We normally aim to provide a substantive response within 10 working days where possible.
Where possible, we aim to provide a final response within 20 working days.
Complex complaints may take longer, but we will aim to keep you informed.
Data-protection complaints are also handled in accordance with applicable data-protection law.
You may ask us to review a complaint outcome if you remain dissatisfied.
Data-protection complaints may also be raised with the Information Commissioner’s Office.

1. Scope
This Complaints Policy applies to complaints concerning Eco Tech Recycle services, including:
collections and drop-offs;
device-acceptance decisions;
valuations and payments;
purchase and buy-back transactions;
repair or refurbishment services;
direct sales outside third-party marketplaces;
data-erasure handling;
recycling or WEEE handling;
business and school collections;
delivery, shipping or returns;
website information;
accessibility;
customer service;
privacy and data protection; and
other services provided directly by Eco Tech Recycle or Tech Cell Limited.
Where a transaction took place through a third-party marketplace such as eBay, the marketplace’s applicable dispute, return or buyer-protection procedures may also apply.
Nothing in this Policy removes any statutory rights or regulatory complaint rights that may apply.

2. How to Make a Complaint
Complaints can be sent to:
Email: info@ecotechrecycle.co.uk
Suggested subject line:
Complaint – [short description]
Please provide, where relevant:
your name;
organisation name, if applicable;
contact details;
collection, order, repair or transaction reference;
relevant dates;
device or equipment details;
serial number or IMEI where relevant;
a clear description of what happened;
relevant photographs;
emails or correspondence;
invoices or other supporting documents; and
the outcome you are seeking.
Please do not send passwords, PINs, authentication codes or other unnecessary security credentials as part of a complaint.

3. Complaints Made on Behalf of Another Person
If you make a complaint on behalf of another person or organisation, we may need reasonable confirmation that you have authority to act for them.
The information required will depend on the nature of the complaint and the information involved.
For privacy or data-protection complaints, we may require appropriate evidence of authority before disclosing personal information relating to another person.

4. Complaints We Can Investigate
We can investigate complaints relating to services, transactions or activities provided or carried out by Eco Tech Recycle or Tech Cell Limited.
There may be circumstances where we cannot fully investigate a matter, including where:
Eco Tech Recycle did not provide the relevant service;
the matter falls solely within a third party’s independent process or responsibility;
insufficient information is available to identify the transaction or issue;
relevant evidence is no longer reasonably available;
the same complaint has already been fully investigated and no material new evidence has been provided; or
legal or regulatory restrictions prevent us from dealing with the matter in the requested way.
Where possible, we will explain if we are unable to investigate all or part of a complaint.

5. Acknowledgement
We normally aim to acknowledge complaints within 2 working days.
The acknowledgement may include:
a complaint reference;
confirmation that the complaint has been received;
the person or team handling the matter;
any additional information we require; and
an indication of the expected next steps or response timeframe.
Different statutory requirements may apply to certain types of complaints.
In particular, data-protection complaints will be handled in accordance with applicable data-protection law and ICO requirements.

6. Investigation
We will take reasonable steps to investigate complaints fairly and proportionately.
Depending on the issue, we may review:
emails and messages;
enquiry or booking forms;
collection records;
device intake records;
photographs;
asset records;
serial-number or IMEI records;
valuation records;
testing or grading information;
repair records;
data-erasure records where applicable;
payment records;
invoices;
delivery or courier information;
relevant staff records or notes;
applicable quotations or agreements;
website information; and
relevant policies.
We may ask the complainant or other relevant parties for further information where reasonably necessary.

7. Response Timeframes
For general complaints, we normally aim to provide a substantive response within 10 working days, where possible.
Where a complaint is complex, involves third parties, requires technical investigation, requires historical records or needs additional evidence, it may take longer.
In those circumstances, we will aim to:
explain that further investigation is required;
keep the complainant appropriately informed; and
provide a revised expected timescale where possible.
Where possible, we aim to provide a final response within 20 working days.
These are service targets rather than guarantees and do not replace any specific statutory timeframe that applies to a particular request or complaint.

8. Possible Outcomes
Depending on the circumstances and findings, the outcome may include:
an explanation;
confirmation of the original decision;
correction of an error;
revised documentation;
revised valuation;
payment correction;
repair review;
rework where appropriate;
return arrangements;
refund or partial refund where appropriate;
replacement where applicable;
apology;
internal process improvement; or
another reasonable resolution appropriate to the circumstances.
The appropriate outcome will depend on the facts, applicable agreement and legal rights involved.

9. Privacy and Data-Protection Complaints
If your complaint concerns how we have collected, used, stored, disclosed, secured or otherwise handled personal data, please make clear that you are raising a data-protection complaint.
Suggested subject line:
Privacy Complaint – [short description]
Data-protection complaints will be handled in accordance with applicable UK data-protection law and our Privacy Policy.
We will take appropriate steps to investigate a data-protection complaint, keep the complainant appropriately informed and communicate the outcome without unjustifiable or excessive delay.
We aim to acknowledge complaints substantially sooner as part of our general 2-working-day service target. In any event, applicable data-protection complaint acknowledgement requirements will be observed.
A data-protection complaint is separate from exercising a data-protection right, such as making a subject access, erasure, rectification or objection request. Where both are raised, the applicable requirements for each will be considered separately.
Current ICO guidance confirms that organisations must provide a process for data-protection complaints and must acknowledge those complaints within 30 days, investigate appropriately, keep the complainant informed and provide an outcome without unjustifiable or excessive delay. Information Commissioner’s Office

10. Complaining to the Information Commissioner’s Office
If you are dissatisfied with the way we have handled your personal information or a data-protection complaint, you have the right to raise the matter with the Information Commissioner’s Office (ICO).
We encourage customers to give us an opportunity to investigate and respond first, although this does not remove the right to approach the ICO.
The ICO currently recommends raising a complaint with it within three months of your last meaningful contact with the organisation concerning the issue. Information Commissioner’s Office
Information Commissioner’s Office – Make a Complaint

11. Accessibility Complaints
If you experience difficulty accessing our website, forms, documents or information, please contact us and explain the issue.
Where reasonably practicable, we will consider:
providing information in an alternative format;
explaining information through another suitable channel;
correcting an identified accessibility issue; or
making a reasonable adjustment appropriate to the circumstances.
Accessibility concerns may also be handled in accordance with our Accessibility Statement where applicable.

12. Behaviour and Communication
We aim to treat complainants fairly, professionally and respectfully.
We also expect communication with our staff to remain reasonably respectful and safe.
Where communications become threatening, discriminatory, abusive, persistently repetitive or otherwise seriously disruptive, we may take reasonable steps to manage the method or frequency of communication.
This may include:
requesting written communication;
using a single point of contact;
limiting repetitive correspondence where the same matter has already been addressed; or
taking appropriate action where staff safety is threatened.
We will not refuse to consider a legitimate complaint solely because a complainant has expressed dissatisfaction strongly.

13. Complaint Records
We may maintain appropriate records of:
complaints received;
supporting evidence;
correspondence;
investigation steps;
decisions;
outcomes;
corrective actions; and
internal improvements.
Records may be retained where reasonably necessary for:
complaint handling;
legal or regulatory obligations;
dispute resolution;
fraud prevention;
insurance;
quality control;
audit; and
business administration.
Personal data contained in complaint records will be handled in accordance with our Privacy Policy and applicable data-protection law.

14. Escalation and Review
If you are dissatisfied with our initial response, you may ask us to review the complaint.
Please explain:
which part of the response you disagree with;
why you believe it should be reconsidered; and
whether you have any new evidence or information.
Where appropriate, the review may be carried out by another person or at a different level within the business.
The review may:
confirm the original response;
amend the response;
request further investigation; or
provide another appropriate outcome.
External statutory or regulatory complaint rights remain unaffected.

15. Third-Party Services and Platforms
Some services may involve independent third parties such as:
couriers;
payment providers;
software providers;
recycling or specialist downstream providers; or
online marketplaces.
We will investigate matters within our responsibility.
Where the issue falls within an independent third party’s responsibility, their own complaint or dispute procedure may also need to be followed.
For transactions completed through eBay, applicable eBay return, dispute and buyer-protection procedures may apply.

16. Changes to This Policy
We may update this Complaints Policy to reflect changes in:
our services;
internal complaint procedures;
applicable law;
regulatory guidance; or
business operations.
The latest version will be published on our website with an updated Last Updated date.

17. Contact Us
Eco Tech Recycle
A trading name of Tech Cell Limited
Company No. 14338989
Email: info@ecotechrecycle.co.uk
Telephone: +44 7777 239555
Website: ecotechrecycle.co.uk
Contact Address:
Suite 2, First Floor
16 Industrial House
Grand Arcade
London
N12 0EH
United Kingdom