Complaints Policy
Last updated: 23 February 2026
Our Commitment
RKT Grading Services (“we”, “us”) is committed to providing a high standard of service. If something goes wrong or you are unhappy with any aspect of our service, we want to hear about it so we can put it right and improve.
This policy sets out how to raise a complaint, what to expect from us, and how to escalate if you are not satisfied with our response.
How to Raise a Complaint
You can raise a complaint by contacting us via:
Email: support@rktgrading.com
Subject line: Complaint – [brief description]
Post: RKT Grading Services, Chesterfield, Derbyshire, United Kingdom
When raising a complaint, please include:
- Your full name and account email address
- Your order or submission reference number (if applicable)
- A clear description of the issue
- What outcome you are seeking
- Any supporting evidence (photographs, correspondence, tracking references)
Our Complaints Process
Acknowledgement
We will acknowledge your complaint within 2 working days of receipt and provide you with a reference number.
Investigation
We will investigate your complaint thoroughly, which may involve reviewing your submission, checking our records, and consulting with relevant team members.
Resolution
We aim to provide a full response and resolution within 14 working days. If the matter is complex and requires more time, we will keep you informed of progress and provide an expected resolution date.
Outcome
We will provide you with a written response explaining our findings, any actions we have taken, and the outcome. If we have made an error, we will explain how we will put it right.
Possible Outcomes
Depending on the nature of your complaint, we may offer:
- An explanation and apology where we have fallen short
- A full or partial refund of grading fees
- Re-grading of a Card where a procedural error has occurred
- Replacement of a damaged Slab
- Compensation for loss or damage caused by our error
- Changes to our processes to prevent the issue from recurring
Please note: grades themselves are a professional assessment and are final. We do not re-grade Cards simply because you disagree with the grade assigned. However, if you believe a procedural error occurred (e.g., wrong Card graded, incorrect label), we will investigate.
Escalation
If you are not satisfied with our response, you can:
- Request a senior review: Ask for your complaint to be escalated to a senior member of our team. We will review the matter again and provide a final response within 10 working days.
- Seek external resolution: If you remain unsatisfied after our internal process, you may pursue the matter through the courts of England and Wales or through an appropriate alternative dispute resolution (ADR) service.
Data Protection Complaints
If your complaint relates to how we handle your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO):
We would appreciate the opportunity to address your concerns directly before you contact the ICO. See our Privacy Policy for more information on how we handle personal data.
Contact Us
We are always looking to improve. Even if you don't wish to make a formal complaint, we welcome feedback on our services: