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Last updated on NOVEMBER 5, 2021.


Digifilm Technologies Ltd seeks to maintain and enhance our reputation of providing you with high quality  services. We value complaints as they assist us to improve our  services and customer service. Digifilm Technologies Ltd is committed to being responsive to the needs and concerns of our customers or potential
customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which Digifilm Technologies Ltd receives and manages your complaint. We are committed to being consistent, fair and impartial when
handling your complaint.
The objective of this policy is to ensure:
• You are aware of our complaint lodgement and handling processes,
• Both you and our staff understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information or evidence,
• We take reasonable steps to actively protect your personal information,
• Your complaint is considered on its meritstaking into account individual circumstances and needs. 

  • Enter registration information for one or more of our Membership Services;
  • Enter a contest or register for a promotion;
  • Post information, messages or comments in public areas of this website;
  • Correspondence with Client Relations and information provided to Client Relations;
  • Make a purchase any of our Membership Services; or
  • Request certain features (e.g., newsletters, updates, emails, and other products).

In this policy a complaint means an expression of dissatisfaction by a customer relating to service provided by us.


If you are dissatisfied with a service provided by us or you have any issues regarding content,  you can lodge a complaint with us by sending mail to  admin@digifilmtechnologies.co.uk


When we are investigating your complaint we will be relying on information provided by you and information we may
already be holding. We may need to contact you to clarify details or request additional information where necessary. To
help us investigate your complaint quickly and efficiently we will ask you for the following information: 

  • Your name and contact details
  • The name of the content or other service which you want to raise a complaint.
  • The nature of the complaint
  • Copies of any documentation which supports your complaint.
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint
including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation
of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and
communications between us.
 As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and
rectification/remedial action taken to mitigate any identified issues.
 If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint.
Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure. 
Digifilm Technologies Ltd is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we
will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify
certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your
complaint at that time.
We are committed to resolving your complaint within 7 business days of you lodging your complaint, however, this may
not always be possible on every occasion. Where we have been unable to resolve your complaint within 7 business days,
we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.
During the initial review or investigation stage we may need to seek further clarification or documentation from you to
assist us in resolving your complaint.
If we have sought clarification or additional documentation from you and we are waiting on you to provide this
information, we may not be able to meet our 7 business day finalisation commitment. In such circumstances upon
receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise your
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in
writing, unless it has been mutually agreed that we can provide it to you verbally.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.

13. Contact Information.

If you have any questions, comments, or concerns regarding our Complaint Policy, please contact us via email to support@11upmovies.co.uk hThe nature of the complaint

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