Effective Date: 22 September 2026 Couplinn is committed to resolving complaints fairly and promptly. This page explains how to raise a complaint and what you can expect from us.

1. How to Complain Please email info@couplinn.com with the subject line "Complaint" and include: your account username or email; a description of the issue; the outcome you are seeking; any supporting documents or screenshots.

2. Our Response We acknowledge complaints within three (3) business days. We provide a substantive response within twenty (20) business days. Where the complaint is complex, we may extend to thirty-five (35) business days and will keep you informed.

3. Escalation If you are not satisfied with our response, you may: request that your complaint be escalated to a senior manager; refer your complaint to an approved Alternative Dispute Resolution (ADR) provider in the United Kingdom; for UK consumers, contact Citizens Advice (https://www.citizensadvice.org.uk) for guidance on your rights; refer data-protection complaints to the Information Commissioner's Office at https://ico.org.uk; take legal action in the courts of England and Wales, or in the courts of your country of residence if you are a consumer resident elsewhere.

4. Contact Company: Couplinn Complaints email: info@couplinn.com