Complaints

Who deals with it

The same person answers questions about how your personal data is handled, and requests to see, correct or delete it. There is no separate department: a complaint is read and answered by the person who runs the service.

How to complain

Email is best, because it gives us both a record. You can also call, or write to the address above. Please tell us:

• your name, and the email address your account is registered with;
• what happened, and when;
• for a payment, the date and the amount;
• what you would like us to do.

What happens next

• Within 24 hours we acknowledge your complaint.
• Within 7 days of receiving it we answer the complaint in writing, saying what we have done and why, and we make our best efforts to find a solution you are satisfied with.
• A complaint about your personal data is acknowledged within 5 working days — the law allows 30 days — and answered without undue delay. You can also raise it through the Privacy Policy’s route, which is the same address.

If you are not satisfied

• Alternative dispute resolution. We are not obliged to use, and do not use, an alternative dispute resolution scheme. We say so again in every final answer to a complaint.
• The courts. Nothing here affects your right to go to court. A consumer may bring proceedings in their own local courts; see section 15 of the Terms of Service.
• About your personal data, you may complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. The ICO usually expects you to have raised the matter with us first.
• About a payment, a bank transfer can also be queried through your own bank.

Something unlawful stored or shared

Mini Accounts publishes nothing its users store. Books kept in the service are encrypted, and are not visible to us or to anyone else. If you believe the service is being used to store or share something unlawful, tell us and we will act as the law requires.

Last updated: 21 September 2026