Support and complaints

Last updated: 15 October 2026

Email hello@tradiedial.com. You do not need a dashboard account or a lawyer to contact us.

1. Tell us what happened

Include your business or contact name, how we can reply, what happened, the approximate date/time and the outcome you want. A call, invoice or payment reference helps. Do not email passwords, full card details, identity documents or unrelated caller information. If more evidence is needed, we will agree an appropriate way to provide it.

  • Service problem: put “Support” in the subject and describe the affected feature.
  • Billing or refund: put “Billing” or “Refund request” in the subject. See the billing policy.
  • Formal complaint: put “Complaint” in the subject and tell us what you want reviewed.
  • Personal information: put “Privacy complaint” or “Data request” in the subject.
  • Security issue: put “Security concern” in the subject. Describe the issue without accessing another customer's records or including secrets.

2. What we do

We log the issue, investigate relevant records and tell you the outcome and any correction or remedy. If an investigation takes longer, we will explain the next steps and keep you informed where appropriate. Ask for a further owner review if you think we have missed something; we will arrange a different reviewer where reasonably possible.

For UK data-protection complaints, we acknowledge receipt within 30 days, investigate and communicate the outcome without undue delay. A request to exercise a data right normally has a one-month response period, subject to lawful extensions. These are different processes, and one does not replace the other.

3. Other ways to raise a concern

You can complain directly to the UK Information Commissioner's Office or Persónuvernd in Iceland, or the relevant authority where you live or work. You do not need to finish our process first. Statutory rights, court remedies and applicable payment-provider dispute rights are unaffected.

4. Calls or texts are not reaching you

Keep a working alternative with your phone network and contact us. If necessary, use your network's verified instructions to stop forwarding while the issue is investigated. Do not depend on a support email for an emergency: call the relevant emergency service. Automated 24/7 call answering does not mean 24/7 human support.

For information about caller records or opting out of marketing, read the Privacy Policy and Outreach Notice.