Complaints & Corrections
Last Updated: August 2026
The Short Version
If something has gone wrong, please tell us.
That might mean:
- you bought something and didn’t receive it;
- your download doesn’t work;
- the product isn’t what you reasonably expected from its description;
- you’ve had a poor experience with Your Eulogy;
- you’ve found inaccurate or misleading information on the website;
- you’ve spotted something that needs correcting; or
- you think we’ve handled something badly.
You don’t need to write a formal letter headed COMPLAINT.
Just explain what happened and what you’d like us to do about it.
Email: hello@youreulogy.co.uk
We’ll take genuine complaints and corrections seriously.
The longer version follows.
About This Page
Your Eulogy is operated by:
Ceri Wood
Sole trader, trading as Your Eulogy
United Kingdom
Email: hello@youreulogy.co.uk
This page explains how to:
- complain about Your Eulogy or something you’ve purchased from us; and
- tell us about something on the website or in one of our resources that you believe needs correcting.
We’ve combined the two because we’re a small business and don’t think you need to navigate an internal complaints department consisting of one person.
If Something Has Gone Wrong With Your Purchase
Please contact us if you’ve bought My Eulogy File or another digital product and something has gone wrong.
For example:
- you paid but didn’t receive access to the download;
- the supplied file is corrupted;
- you can’t open the file in the advertised format;
- part of the product appears to be missing;
- you’ve been charged incorrectly;
- you’ve received the wrong product;
- the product materially differs from its description; or
- there’s another problem with your order.
Email:
Please include:
- your name;
- the email address used for the purchase;
- approximately when you purchased;
- what you purchased;
- what has gone wrong; and
- what you’d like us to do.
If you have an order number or transaction reference, you can include that too.
Please don’t send us your completed My Eulogy File.
We shouldn’t need the contents of your File to investigate a problem with your purchase.
Refunds and Digital Products
My Eulogy File is a digital product supplied for download.
Different rules apply to change-of-mind cancellations once a consumer has expressly requested immediate supply of digital content and acknowledged the loss of the applicable cancellation right.
However, losing a change-of-mind cancellation right does not remove your statutory rights if digital content is faulty, not as described, or otherwise fails to meet the requirements of consumer law.
Our Terms of Sale & Licence explain this in more detail.
If you believe you’re entitled to a refund, replacement, correction, price reduction, or another remedy, contact us and explain the problem.
We’ll consider it in accordance with the circumstances and your applicable consumer rights.
Making a General Complaint
You can also complain about something that isn’t directly related to a purchase.
For example, you might be unhappy with:
- how we’ve responded to an enquiry;
- something on the website;
- how we’ve handled your information;
- an accessibility problem;
- something you believe is inappropriate or misleading;
- how we’ve dealt with a previous problem; or
- another aspect of Your Eulogy.
Email:
Please tell us:
What happened?
What do you think went wrong?
What would you like us to do?
You don’t need to make it formal.
Clear is more useful than formal.
You Don’t Need to Tell Us Everything
Given the subject of Your Eulogy, a complaint or question may involve something personal.
Please only send us the information we reasonably need to understand and deal with the issue.
We don’t need:
- detailed family histories;
- medical information;
- private correspondence;
- intimate personal information;
- extensive information about another person; or
- your completed My Eulogy File.
If we need more information to understand the problem, we can ask.
Start with less.
What Happens When You Complain?
We’ll aim to acknowledge genuine complaints within five working days.
Where possible, we’ll aim to provide a substantive response within 10 working days.
Many straightforward problems should be resolved considerably sooner.
Some issues may take longer if we need to:
- investigate what happened;
- check information;
- contact a service provider;
- investigate a technical problem; or
- obtain professional advice.
If we need more time, we’ll try to let you know.
Because Your Eulogy is a small independent business, there isn’t a multi-stage internal complaints department.
Your complaint will normally be considered directly by Ceri Wood.
What We Might Do
What happens next will depend on the problem.
Where appropriate, we might:
- explain what happened;
- apologise;
- correct information;
- fix a technical problem;
- provide a replacement download;
- provide an alternative accessible format;
- update a webpage or resource;
- clarify something that was confusing;
- change a process;
- issue a refund or other consumer remedy where appropriate; or
- explain why we don’t agree that a change or remedy is required.
We won’t necessarily agree with every complaint.
But we will consider genuine ones.
Corrections
If you’ve found something wrong on Your Eulogy, we’d genuinely like to know.
That might be:
- a factual error;
- outdated information;
- an incorrect link;
- contradictory information;
- a typo that changes the meaning;
- unclear wording;
- an accessibility problem;
- a statement that needs qualification; or
- something we’ve simply got wrong.
Email:
If possible, tell us:
- which page or resource you were looking at;
- what you believe is incorrect;
- what you think the correct information is; and
- where the correct information can be verified, if relevant.
You don’t need to write an essay.
A link and:
“I think this bit is wrong”
is a perfectly good place to start.
What Happens When You Suggest a Correction?
We’ll review it.
If we agree that something is wrong, misleading, unclear, or materially outdated, we’ll aim to correct it.
For a simple error, that might mean quietly fixing it.
For something more significant, we may add clarification, update the relevant resource, or record an appropriate correction.
If we don’t agree that the information is incorrect, we aren’t obliged to change it simply because somebody disagrees with it.
But we’re happy to be challenged.
Being corrected is preferable to remaining confidently wrong.
Opinions Aren’t Necessarily Errors
Some of Your Eulogy is factual information.
Some is guidance.
Some is opinion.
Some consists of questions designed to make you think.
And quite a lot concerns subjects on which reasonable people may disagree.
For example, you may dislike our view that eulogies don’t need to make people sound perfect.
That’s fine.
That’s not necessarily a factual correction.
But if we’ve said something factually wrong, attributed something incorrectly, or presented an opinion as established fact, please tell us.
Accessibility Complaints
If you can’t access part of Your Eulogy or My Eulogy File, please tell us.
You don’t need to frame it as a formal complaint.
Email:
Tell us:
- what you were trying to access;
- what barrier you encountered;
- what device, browser, or assistive technology you were using, if relevant; and
- what adjustment or alternative format would help.
You don’t need to tell us about a diagnosis or provide medical evidence.
Our Accessibility Statement explains our approach in more detail.
Accessibility is a work in progress, and reports of actual barriers are particularly useful.
Privacy Complaints
If your concern relates to the way we’ve handled your personal information, please contact:
Our Privacy Policy explains your data protection rights and how to exercise them.
You may also have the right to complain to the Information Commissioner’s Office (ICO) about the way your personal information has been handled.
You don’t have to complain to us before approaching the ICO.
Complaints About Third-Party Services
Some parts of Your Eulogy rely on other service providers.
For example, purchases and digital delivery are currently intended to be handled through Payhip.
If your problem concerns something we’ve supplied or something we’re responsible for, contact us.
We won’t simply send you away because another company provided some of the technology.
However, there may be circumstances where an issue needs to be dealt with directly by a third-party provider, particularly where it relates to that provider’s own account, systems, payment processing, or services.
If that’s the case, we’ll explain what we reasonably can.
Alternative Dispute Resolution
Alternative Dispute Resolution, usually shortened to ADR, is a way of resolving certain disputes between consumers and traders without going to court.
Your Eulogy is not currently required to participate in a particular ADR scheme, and we do not currently voluntarily subscribe to one.
If that changes, we’ll update this page and provide the relevant information.
Nothing here affects any rights you may have to pursue a complaint or remedy through other routes available under applicable law.
Abusive or Excessive Contact
You are absolutely allowed to complain.
You can disagree with us.
You can tell us we’ve got something wrong.
You can be frustrated because something hasn’t worked.
You don’t have to phrase everything perfectly politely before we’ll take it seriously.
But we may limit or stop responding to correspondence that becomes:
- threatening;
- discriminatory;
- persistently abusive;
- deliberately harassing;
- clearly spam;
- unrelated to any genuine issue; or
- unreasonably repetitive after the matter has already been properly considered.
We won’t label somebody “difficult” simply because they persist with a legitimate unresolved complaint.
There is a difference.
Contact Us
For complaints, corrections, accessibility problems, or issues with a purchase:
Ceri Wood
Sole trader, trading as Your Eulogy
Email: hello@youreulogy.co.uk
If you’re reporting an error, thank you.
If you’re making a complaint, we’d rather know about the problem than have you quietly leave annoyed.
And if you’ve found a typo after we’ve proofread the page twelve times:
we don’t want to talk about it, but please tell us anyway.