Complaints policy

Last updated: 15 May 2026

We take complaints seriously. This policy explains how to raise concerns about our guides, billing or website.

1. How to contact us

Email callme@cartilagefaunabo.world, write to 155 Praed St, Tyburnia, London W2 1RL, or call +44 20 7706 3114.

2. What to include

Your name, order reference (if any), a clear description of the issue, and your preferred outcome.

3. Our process

• Acknowledgement within two working days.
• Investigation and response within 14 working days where possible.
• If we need longer, we will explain why and give a revised date.

4. Escalation

If you remain dissatisfied, you may refer the matter to an approved ADR provider or seek guidance from Citizens Advice. Your statutory rights are not affected.