We want every customer to have a great experience with ECMafia. If something goes wrong or you're unhappy with anything we've done, please tell us — we take complaints seriously and commit to handling them fairly, promptly, and confidentially.
When you raise a complaint with ECMafia, we commit to the following principles:
A complaint is any expression of dissatisfaction with our service, whether formal or informal. Examples include:
If you simply have a question or need help with something, that's a support query rather than a complaint. You can reach our support team at ecmafiasupport@gmail.com and we will respond as quickly as we can.
You can submit a complaint in any of the following ways:
ecmafiasupport@gmail.com — please put the word COMPLAINT at the start of your subject line so we can prioritise it.
Complaints, ECM Collectables Ltd
71-75 Shelton Street
Covent Garden, London
WC2H 9JQ
To help us investigate quickly, please include:
Every complaint follows a clear two-stage process. Most complaints are resolved at Stage 1 and never need to progress further.
Your complaint is received and logged by our support team. You will get:
If you are not satisfied with our Stage 1 response, you can ask for your complaint to be escalated. Stage 2 is reviewed by a senior member of our team not involved in the initial response.
If a complaint is complex and we cannot resolve it within the stated timeframes, we will keep you informed of our progress and provide a revised expected date for resolution.
If you remain dissatisfied after our Stage 2 response, you have the right to take your complaint to an independent external body. The correct body depends on the nature of your complaint:
For complaints about how we handle your personal data under UK GDPR.
Website: ico.org.uk
Telephone: 0303 123 1113
Post: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
For complaints about consumer rights, fairness of trade, or misleading practices.
Contact via Citizens Advice: citizensadvice.org.uk/consumer
Consumer helpline: 0808 223 1133
For complaints about our advertising, promotional claims, or social media marketing.
Website: asa.org.uk
For general free consumer advice if you're not sure which route to take.
Website: citizensadvice.org.uk
Adviceline: 0800 144 8848 (England)
In line with UK GDPR and the Data (Use and Access) Act 2025, we maintain a written log of every complaint and our response. These records are retained securely for at least 6 years from the end of the relevant accounting period and are used solely for audit, regulatory, and service-improvement purposes.
Records include the complaint reference number, date received, nature of complaint, outcome, and the date resolved. Personal data within these records is handled in line with our Privacy Policy.
If you need help submitting a complaint for any reason — for example, if English is not your first language, or you have a disability that makes written communication difficult — please let us know and we will work with you to find a suitable alternative way to raise your concern.
We may update this Complaints Procedure from time to time to reflect changes in our practices, feedback from customers, or regulatory requirements. The latest version will always be available at ecmafia.co.uk/complaints.html with the updated date at the top.
Email: ecmafiasupport@gmail.com (subject: COMPLAINT)
Post: Complaints, ECM Collectables Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
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