We recommend that you first make complaints about our service or products known to us via orders@five2one.com. You will receive a substantive response from us within 14 days of receipt of your complaint. From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not being processed by us, you are free to submit your complaint via the platform of the European Union.