Veythariel Flame is committed to providing high-quality products, services, educational resources, workshops, memberships and customer support. If you are dissatisfied with any aspect of our work, we encourage you to let us know so that we can investigate and, where appropriate, resolve the issue.
Scope
This Complaints Policy applies to Veythariel Flame and its associated projects, including The Veythariel Flame Shop, The Veythariel Flame Sanctum and The Forge.
How to Make a Complaint
Complaints should be submitted in writing by email to:
Please include:
- Your name and contact details
- A clear description of the issue
- Any relevant dates, order numbers, booking references or supporting information
- The outcome you are seeking, where applicable
Complaint Process
Upon receiving a complaint, we will:
- Acknowledge receipt of the complaint as soon as reasonably practicable
- Review the information provided
- Request further information if necessary
- Investigate the matter fairly and impartially
- Provide a response once our review is complete
Response Times
We aim to acknowledge complaints within 5 working days and to provide a substantive response within 28 days where reasonably possible.
More complex matters may require additional time. If this occurs, we will keep you informed of progress.
Our Approach
We are committed to handling complaints respectfully, fairly and in good faith.
We ask that all communications remain courteous and respectful. Abusive, threatening, discriminatory or harassing behaviour towards staff, volunteers, community members or representatives of Veythariel Flame may result in communications being restricted or terminated where appropriate. Additional action may be taken where permitted under the terms governing the relevant service, membership, programme or account.
Policy Enquiries
Questions regarding this Complaints Policy may be directed to:
Registered Address:
Veythariel Flame
124 City Road
London
EC1V 2NX
Last Updated: 1 June 2026