Internal Complaints Procedure

The Infinity Project
Effective date: 14 December 2025

BARR2148 LIMITED is committed to handling complaints in a fair, transparent, and professional manner. This procedure explains how participants can raise concerns about The Infinity Project on www.senshin2148.com.

This procedure is designed to help resolve issues quickly, but it does not remove or limit any statutory rights, including your right to contact regulators or pursue legal remedies where applicable.

1. Scope

1.1 This procedure applies to complaints relating to the Website and Service provided by BARR2148 LIMITED, whether you are located in the UK or internationally.
1.2 Complaints may include concerns about: archive entry handling, removal requests, billing issues (where fees apply), accessibility issues, or policy enforcement.

2. How to submit a complaint

Complaints must be submitted in writing using one of the following methods:

Email: senshin@barr2148.com
Online: via the Website contact method (such as a “Get in Touch” form), where available
Post:
BARR2148 LIMITED
20 Ashfield Road
Leicester, England, LE2 1LA

2.2 To help us investigate, please include (where possible):

your name,
the date of the issue,
a description of what happened, and
any relevant screenshots or reference details.

2.3 Verbal or informal messages (for example, social media comments) may not be treated as a formal complaint under this procedure.

3. Initial handling and timelines

3.1 We will acknowledge valid complaints within 5 working days of receipt.
3.2 We will investigate and aim to provide a written response within 10–20 working days.
3.3 If the complaint is complex and requires more time, we will notify you in writing and explain the reason for the delay.

4. Appeals (internal review)

4.1 If you are dissatisfied with our initial response, you may request an internal review (“appeal”) within 10 working days of receiving our response.
4.2 Appeals will be handled by a different senior representative where reasonably possible.
4.3 We aim to provide a final written response within 20 working days of receiving the appeal request.

5. Remedies

5.1 Where a complaint is upheld, we will provide a proportionate resolution, which may include:

correcting an error in how the Service was provided,
action on an archive entry (for example, restricting visibility or removing it),
a refund or credit only where applicable and consistent with our Cancellation & Refund Policy,
other reasonable remedial measures.

5.2 Remedies will be proportionate to the issue and the circumstances.

6. Escalation and external bodies

6.1 We encourage you to contact us first so we can try to resolve your concern quickly.
6.2 However, nothing in this procedure prevents you from contacting regulators, dispute resolution bodies, or seeking legal advice at any time where you have a legal right to do so.
6.3 If your complaint relates to data protection, you may contact your relevant data protection authority. In the UK, this is the Information Commissioner’s Office (ICO).

7. Governing law

This procedure is governed by the laws of England and Wales, without prejudice to mandatory consumer rights that apply in your jurisdiction.

Last update: 14 December 2025
Best regards,
BARR2148 LIMITED