Changes 3/8/2026: 1. Addition of ‘No scraping, Text or Data Mining’ See section 9.

Review: 5/10/2025 (no changes)

Changes 14/7/2024: 1. Reference to Sale of Goods Terms and Conditions relating to sale of items at physical locations in introduction 2. Removal of Contact Form as a Contact Tool 3. Sale of Goods Terms and Conditions added below 4. Complaints Policy added below 5. Complaints Handling Procedure added below

Please read these Terms and Conditions carefully and ensure that you understand them before using Our Site. These Terms and Conditions, together with any other documents referred to herein (unless otherwise stated), set out the terms of use governing your use of this website, www.henrysellspaintings.co.uk (“Our Site”). These Terms and Conditions were last updated on 03/08/2026. Your agreement to comply with these Terms and Conditions is indicated by your use of Our Site. If you do not agree to these Terms and Conditions, you must stop using Our Site immediately. The following documents also apply to your use of Our Site: • Our Privacy Policy, available on Our Site. This is also referred to below in Parts 3 and 16. • Our Cookie Policy, available on Our Site. This is also referred to below in Part 16.

We do not sell goods, services, or digital content through Our Site. No Part of Our Site constitutes a contractual offer capable of acceptance. The details of the goods, services and digital content provided on Our Site are provided for general information purposes only. Please refer to Our Sale of Goods Terms and Conditions below relating to sale of items directly from Us. from physical locations.

1. Definitions and Interpretation 1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

“Contact Tools” means any online communications facility that We make available on Our Site enabling you to contact Us including, but not limited to, contact forms, email address “Content” means any and all text, images, audio, video, scripts, code, software, databases, and any other form of information capable of being stored on a computer that appears on, or forms part of, Our Site; and “We/Us/Our” means Henry Sells Paintings.

2. Information About Us 2.1 Our Site is operated by Henry Sells Paintings. Our address is: Office 119820, PO Box 7169, Poole, UK BH15 9EL

3. How to Contact Us and Your Use of Our Contact Tools 3.1 To contact Us by email, please email Us at hsellspaintings@tutanota.com or to contact Us by telephone, please call Us on 07757214418 3.2 When using Our Contact Tools or contacting Us by any other means, the following rules apply, and you must not communicate, submit, or otherwise do anything that: a) is sexually explicit b) in any way sexualises minors (including, but not limited to, child sexual abuse material); c) is obscene, deliberately offensive, hateful, or otherwise inflammatory; d) promotes violence;

4. Access to Our Site 4.1 Access to Our Site is free of charge. 4.2 It is your responsibility to make the arrangements necessary in order to access Our Site. 4.3 Access to Our Site is provided on an “as is” and on an “as available” basis. We may suspend or discontinue Our Site (or any part of it) at any time. We do not guarantee that Our Site will always be available or that access to it will be uninterrupted.

5. Changes to Our Site We may alter and update Our Site (or any part of it) at any time.

6. Changes to these Terms and Conditions 6.1 We may alter these Terms and Conditions at any time. If We do so, details of the changes will be highlighted at the top of this page. As explained above, your use of Our Site constitutes your acceptance of these Terms and Conditions. Consequently, any changes made to these Terms and Conditions will apply to your use of Our Site the first time you use it after the changes have been implemented. You are therefore advised to check this page every time you use Our Site. 6.2 If any part of the current version of these Terms and Conditions conflicts with any previous version(s), the current version shall prevail unless We explicitly state otherwise.

7. International Users 7.1 Our Site is intended for users in the United Kingdom only. We do not warrant or represent that Our Site or its Content are available in other locations or are suitable for use in other locations.

8.3 You may print one copy and download extracts of any page(s) from Our Site for personal use only. 8.4 You may not modify the printed copies or downloaded extracts in any way. Images, video, audio, or any other Content downloaded from Our Site must not be used separately from accompanying text. 8.5 Our status as the owner and author of the Content on Our Site (or that of identified licensors, as applicable) must always be acknowledged. 8.6 You may not use any Content [saved or downloaded] from Our Site for commercial purposes without first obtaining a licence from Us (or Our licensors, as applicable). This does not prevent the normal access, viewing, and use of Our Site for general information purposes by business users or consumers.

10. Links to Our Site 10.1 You may link to any page on Our Site 10.2 Links to Our Site must be fair and lawful. You must not take unfair advantage of Our reputation or attempt to damage Our reputation. 10.3 You must not link to Our Site in a manner that suggests any association with Us (where there is none) or any endorsement or approval from Us (where there is none). 10.4 Your link should not use any logos or trade marks displayed on Our Site without Our express written permission. 10.5 You must not frame or embed Our Site on another website without Our express written permission. 10.6 You may not link to Our Site from another website the main content of which is unlawful; obscene; offensive; inappropriate; dishonest; defamatory; threatening; racist, sexist, or otherwise discriminatory; that promotes violence, racial hatred, or terrorism; that infringes intellectual property rights; or that We deem to be otherwise objectionable.

11. Links to Other Sites 11.1 Links to other websites and / or applications may be included on Our Site. Unless expressly stated, these sites are not under Our control. We accept no responsibility or liability for the content of third-party websites and/ or applications. 11.2 The inclusion of a link to another website and/ or application on Our Site is for information purposes only and does not imply any endorsement of that website and/ or application or of its owners, operators, or any other parties involved with it.

12. Disclaimers 12.1 Nothing on Our Site constitutes professional advice on which you should rely. It is provided for general information purposes only. 12.2 To the extent permitted by law, We make reasonable efforts to ensure that the Content on Our Site is complete, accurate, and up to date, but We make no warranties, representations, or guarantees (express or implied) that this will always be the case.

12.3 If you are a business user, We exclude all implied representations, warranties, conditions, and other terms that may apply to Our Site and Content. 12.4 As set out above, no Part of Our Site is intended to constitute a contractual offer capable of acceptance. We do not sell goods, services, or digital content through Our Site. The details of goods AND/OR services and/or digital content provided on Our Site are provided for general information purposes only. 12.4 We make every reasonable effort to ensure that all representations and descriptions of goods AND/OR services AND/OR digital content shown on Our Site correspond to the actual goods AND/OR services AND/OR digital content available. Variations may occur as follows: a) There may be differences between goods pictured on Our Site and the actual goods available. Images of goods are for illustrative purposes only. There may be slight differences in colours due to the differences between the displays of different devices used to view Our Site. Other differences may include measurements. b) There may also be differences between goods described on Our Site and the actual goods where changes have been recently made to comply with changes in applicable laws and regulatory requirements. c) The exact nature of Our services may vary depending upon your individual requirements and circumstances. d) There may be differences between services described on Our Site and the actual services where changes have been recently made to comply with changes in applicable laws and regulatory requirements. e) There may be differences between digital content described on Our Site and the actual digital content available, including colour and measurements. f) There may be differences between digital content described on Our Site and the actual digital content where changes have been recently made to comply with changes in applicable laws and regulatory requirements. Digital content may also be updated from time to time.

13. Our Liability 13.1 Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be lawfully excluded or restricted. 13.2 If you are a business user (i.e. you are using Our Site in the course of business or for commercial purposes), to the fullest extent permissible by law, We accept no liability for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any Content included on Our Site. 13.3 If you are a business user, We accept no liability for loss of profit, sales, business, or revenue; loss of business opportunity, goodwill, or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage. 13.4 If you are a consumer, you agree that you will not use Our Site for any commercial or business purposes and that We shall have no liability to you for any business losses as set out above. 13.5 If you download and/ or print anything from Our Site, under the provisions of Part 8 above, we accept no liability for any indirect or consequential loss or damage.

14. Viruses, Malware, and Security 14.1 We exercise reasonable skill and care to ensure that Our Site is secure and free from viruses and malware; however, We do not guarantee that this is the case. 14.2 You are responsible for protecting your hardware, software, data, and other material from viruses, malware, and other internet security risks. 14.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site. 14.4 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site. 14.5 You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

14.6 By breaching the provisions of Parts 14.3 to 14.5, you may be committing a criminal offence under the Computer Misuse Act 1990. Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them. Your right to use Our Site will cease immediately in the event of such a breach.

15. Acceptable Usage of Our Site 15.1 See use of Our Contact Tools as explained in Part 3. 15.2 You may only use Our Site in a lawful manner: a) You must ensure that you comply fully with any and all local, national, or international laws and regulations that apply; b) You must not use Our site in any way, or for any purpose, that is unlawful or fraudulent; and c) You must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware or any other code designed to adversely affect computer hardware, software, or data of any kind. 15.3 If you fail to comply with the provisions of this Part 15, you will be in breach of these Terms and Conditions. We may take one or more of the following actions in response: a) Suspend or terminate your right to use Our Site; b) Issue you with a written warning; c) Take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach; d) Take further legal action against you, as appropriate; e) Disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or f) Any other actions which We deem reasonably appropriate (and lawful). 15.4 We hereby exclude any and all liability arising out of any actions that We may take (including, but not limited to those set out above in Part 15.3) in response to your breach.

16. How We Use Your Personal Information We will only use your personal information as set out in Our Privacy Policy, available on Our Site, and Our Cookie Policy, available from Our Site.

17. Law and Jurisdiction 17.1 These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law. 17.2 If you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Part 17.1 takes away from or reduces your legal rights as a consumer. 17.3 If you are a consumer, any dispute, controversy, proceedings, or claim between you and Us relating to these Terms and Conditions or to the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency. 17.4 If you are a business user, any dispute, controversy, proceedings, or claim between you and Us relating to these Terms and Conditions or to the relationship between you and Us (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Attribution These Terms and Conditions have been created using a document template from www.simply- docs.co.uk.

Reviewed 5/8/2026- no changes

These Terms and Conditions are the standard terms for the sale of goods by Henry Sells Paintings, a Partnership business, whose registered address is Office 119820, PO Box 7169, Poole, BH15 9EL.

1. In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

“Business Day” means, any day other than a Saturday, Sunday or bank holiday;

“Calendar Day” means any day of the year;

“Commercial Unit” means a delivery of Goods, the character and/or value of which would be materially impaired if divided;

“Contract” means the contract for the purchase and sale of Goods, as explained in Clause 3;

“Goods” means the goods which are to be supplied by Us to you as chosen by you (your Order)

“Month” means a calendar month;

“Price” means the price payable for the Goods;

“Special Price” means a special offer price payable for Goods which We may offer from time to time;

“Order” means your order for the Goods

“Order Confirmation” means Our acceptance and confirmation of your Order as described in Clause 3;

“We/Us/Our” means Henry Sells Paintings

2. Each reference in these Terms and Conditions to “writing” and any similar expression includes electronic communications whether sent by e-mail, text message, fax or other means.

1. Henry Sells Paintings is a Partnership business, whose registered address is Office 119820, PO Box 7169, Poole, BH15 9 EL.

1. These Terms and Conditions govern the sale of goods by Us and will form the basis of the Contract between Us and you. Before making your Order, please ensure that you have read these Terms and Conditions carefully. If you are unsure about any part of these Terms and Conditions, please ask Us for clarification.

2. Nothing provided by Us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of

acceptance. Your Order constitutes a contractual offer that We may, at Our discretion, accept.

3. A legally binding contract between Us and you will be created upon Our acceptance of your Order, indicated by Our Order Confirmation and/or invoice and/or payment received from you. Order Confirmations can be provided in writing either by text or email from Us if we hold contact details for you. If you request a confirmation once payment has been received, if we hold contact details for you, we can provide this and/or you can request it from the payment gateway.

4. We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you, save for where such information is already apparent from the context of the transaction:

1. The main characteristics of the Goods;

2. Our identity (set out above in Clause 2) and contact details (set out below in Clause 12);

3. The total Price for the Goods including taxes or, if the nature of the Goods is such that the Price cannot be calculated in advance, the manner in which it will be calculated;

4. Where applicable, all additional delivery charges or, where such charges cannot be calculated in advance, the manner in which they will be calculated. You will normally be responsible for collecting your Goods from the venue at which they are displayed;

5. Where applicable, the arrangements for payment, delivery and the time by which We undertake to deliver the Goods or the time at which you should collect the Goods;

7. We shall ensure that you are aware of Our legal duty to supply goods that are in conformity with the Contract;

8. Where applicable, details of after-sales services and commercial guarantees;

9. Where applicable, the functionality, including appropriate technical protection measures, of digital content; and

10. Where applicable, any relevant compatibility of digital content with hardware and software that We are aware of or might reasonably be expected to be aware of.

1. We have made every reasonable effort to ensure that the Goods conform to illustrations, photographs and descriptions provided in Our sales and marketing literature. We cannot, however, guarantee that all illustrations and/or photographs will be precisely accurate due to discrepancies that may arise during the printing process AND/OR differences in the colour reproduction of electronic displays.

2. If you receive any Goods that do not conform to illustrations, photographs or descriptions under sub-Clause 4.1 you may return those Goods to Us as provided in Clause 8.

3. If We find, or are made aware of, any typographical, clerical or other accidental errors or omissions in any sales and marketing literature, price lists or any other documents We will make every reasonable effort to correct such errors or omissions as soon as is reasonably possible. If, as a result of any such error or omission, you have received the wrong Goods, you may return those Goods to Us for non- compliance with the description as provided in Clause 8. If, as a result of any such error or omission, you have paid too much, We will refund the excess paid for the Goods.

4. We reserve the right to make any changes in the specification of the Goods that may be required to conform to any applicable safety or other legal or regulatory requirements without notice.

5. Bespoke Goods are available from Us. If you Order bespoke Goods from Us, We will produce those Goods to your specifications and requirements.

6. When placing an Order for bespoke Goods, please ensure that all information that you provide to Us is correct, accurate and complete. We cannot accept the return of any bespoke Goods if the return is due to incorrect information provided by you. Please note that this does not affect your legal rights (including but not limited to those described in these terms and conditions).

1. All Orders for Goods made by you will be subject to these Terms and Conditions.

2. You may change your Order at any time before We despatch the Goods or before you collect the Goods by contacting Us. We will only accept changes to Orders for bespoke Goods if We are reasonably able to accommodate your request without additional work.

3. If your Order is changed We will inform you of any change to the Price in writing if we hold contact details for you.

4. You may cancel your Order at any time before We despatch the Goods or before you collect the Goods by contacting Us. If you have already paid for the Goods under Clause 6, the payment will be refunded to you within 7 days. This does not apply to bespoke Goods (unless you are cancelling under sub-Clause 11.2.5 due to an event outside of Our control). We will only accept an Order cancellation for bespoke Goods if We have not yet begun making or altering the Goods. If you request that your Order be cancelled, you must confirm this cancellation in writing.

5. We may cancel your Order at any time before We despatch the Goods or before you collect the Goods in the following circumstances:

2. An event outside of Our control occurs (please see Clause 11 for events outside of Our control).

6. If We cancel your Order under sub-Clause 5.5 and you have already paid for the Goods under Clause 6, the payment will be refunded to you within 7 days. If We cancel your Order, the cancellation will be confirmed by Us in writing if we have contact details for you.

1. The Price of the Goods will be that shown in Our price tag displayed next to the Goods and/or by using the QR code displayed next to the Goods that links to Our payment gateway and/or as written in an invoice from Us. If there is a discrepancy between the displayed price and the QR code price please contact Us immediately and do not proceed with payment.

2. If We quote a Special Price which is different to the Price shown in Our display price or QR code price, the Special Price will be valid for 30 days or, if the Special Price is part of an advertised special offer, for the period shown in the advertisement. Orders placed during this period will be accepted at the Special Price even if We do not accept the Order until after the period has expired.

3. Our Prices may change at any time but these changes will not affect any Orders that We have already accepted.

4. We have made every reasonable effort to ensure that Our Prices, as shown in Our display price and/or QR code price and/or invoices are correct. Prices will be

checked when We process your Order. If the actual Price of the Goods is lower than that stated in your Order, you will be charged the lower Price. If the actual Price of the Goods is higher than that stated in your Order, We will ask you how you wish to proceed.

5. Our Prices exclude the cost of delivery.

6. All payments for Goods displayed at physical venues must be made in advance before you collect the Goods or the Goods are dispatched.

7. We accept the following methods of payment:

1. Debit/ credit card via Our payment gateway;

8. If you do not make payment to Us at the time you choose the Goods we cannot give any assurance that the Goods will be available if you later decide to purchase the Goods. If we issue you with an invoice we will specify the due date. We may charge you interest on the overdue sum at the rate of 2% per annum above the base lending rate of the Bank of England from time to time. Interest will accrue on a daily basis from the due date for payment until the actual date of payment of the overdue sum, whether before or after judgment. You must pay any interest due when paying an overdue sum.

9. The provisions of sub-Clause 6.8 will not apply if you have promptly contacted Us to dispute an invoice in good faith. No interest will accrue while such a dispute is on- going.

1. Please note that delivery is not normally available and you should arrange to collect the Goods purchased as advised at the time of purchase.

2. When you purchase Goods from Us we will provide the date for collection or in exceptional circumstances the estimated date of delivery. Please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control. Unless agreed otherwise, the Goods will be delivered without undue delay and in any case no later than 30 Calendar Days after the date on which the Contract is formed.

3. Delivery will be deemed to have taken place when the Goods have been delivered to the delivery address indicated in your Order and you (or someone identified by you) have taken physical possession of the Goods or, if you are collecting the Goods yourself, when you have collected the Goods.

4. If for any reason We are unable to deliver the Goods at your chosen delivery address, We will leave a note informing you that the Goods have been returned to Our premises, requesting that you contact Us to arrange re-delivery.

5. The responsibility (sometimes referred to as the “risk”) for the Goods remains with Us until delivery is complete as defined in sub-Clause 7.3 at which point it will pass to you. Please note, however, that if you do not wish to collect the Goods and do not wish to use Our nominated carrier to deliver them, instead choosing your own carrier, the risk in the Goods will pass to you as soon as they are passed to your chosen carrier.

6. You own the Goods once We have received payment in full for them.

7. Please note carefully the following:

1. If We refuse to deliver the Goods, you may treat the Contract as being at an end and We will reimburse you without undue delay.

2. If delivery of the Goods within the agreed time period or at the agreed time was essential (taking into account the relevant circumstances at the time the

Contract was formed) and We fail to deliver, you may treat the Contract as being at an end and We will reimburse you without undue delay.

3. If you have told Us that delivery within the agreed time period or at the agreed time was essential and We fail to deliver, you may treat the Contract as being at an end and We will reimburse you without undue delay.

8. If any of the events in sub-Clause 7.7 occur you may, instead of treating the Contract as being at an end, specify a new delivery time or time period. If We continue to fail to deliver the Goods, you may treat the Contract as being at an end and We will reimburse you without undue delay.

9. If, despite the events in sub-Clause 7.7 and 7.8, you choose not to treat the Contract as being at an end, your right to cancel your Order or to reject the Goods will be unaffected. If you do so, We will reimburse you without undue delay.

10. If the Goods form a Commercial Unit, you may only reject or cancel all of the Goods, not a portion of them.

1. By law, We must provide goods that are of satisfactory quality, fit for purpose and as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact Us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for a refund, repair or replacement. Please note that if the Goods are incorrect as a result of your provision of incorrect information, rather than them not matching Our description, as explained in sub-Clause 4.6, you will not be able to return those Goods.

2. Beginning on the day that you receive the Goods (and ownership of them) you have a 14 Calendar Day right to reject the Goods and to receive a full refund if they do not conform as stated above and the Goods are returned to Us in the same state as when you received the Goods. We are unable to accept returned Goods that have been damaged and / or altered in any way from the time you received the Goods. If you do not wish to reject the Goods, or if the 14 Calendar Day period has expired, you may request that the Goods are repaired or replaced. Within the first six months after you have received the Goods, you are entitled to a repair or replacement unless We can prove that the defect was not present at the time you bought the Goods. After the first six months, you must prove to Us that the defect was present at the time of purchase in order to qualify for a repair or replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In some cases, if repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa)

use you have had out of the Goods.

3. Please note that you will not be eligible to claim under this Clause 8 if We informed you of any faults, damage or other problems with the Goods before your purchase of the them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 8 merely because you have changed your mind. Please refer to Clause 9 for details of what to do if you change your mind.

4. To return Goods to Us for any reason under this Clause 8, you may do so in person at a mutually agreed place or you may return them to Us by post or another suitable delivery choice. You may alternatively request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. We are solely responsible for collecting the Goods in this case, however We may appoint a third party carrier to collect them in which case We will provide you with all relevant details. We will be fully responsible for the costs of returning Goods under this Clause 8 and will reimburse you where appropriate.

5. Refunds (whether full or partial, including reductions in price) under this Clause 8 will be issued within 14 Calendar Days of the day on which We agree that you are entitled to the refund.

6. Any and all refunds issued under this Clause 8 will include all delivery costs paid by you when the Goods were originally purchased.

7. For full details of your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.

1. If you are not satisfied with any (non-bespoke) Goods purchased from Us you have the right to return them in exchange for a refund, subject to the provisions of this Clause 9. This Clause 9 does not apply to Goods that are not in compliance with your legal rights. For such Goods please refer to Clause 8.

2. This Clause 9 does not apply to bespoke Goods. Goods which We have produced or altered to order for you cannot be returned if you change your mind.

3. If you wish to return Goods to Us under this Clause 9 you must do so within 7 Calendar days of taking delivery (or collecting them from Us), telling Us why you wish to return the Goods.

4. All Goods must be returned to Us under this Clause 9 in their original condition, accompanied by proof of purchase.

5. You may return Goods to Us in person at a mutually agreed place or you may return them by post or another suitable delivery service of your choice. You are solely responsible for the cost of returning Goods to Us under this Clause 9.

6. You may request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. We may charge you for collecting Goods under this Clause 9.

7. Refunds or replacements will be issued to you immediately if you return Goods to Us in person or within 7 days of Our receipt of the Goods if you return Goods to Us by post or similar delivery service or if We collect the Goods from you.

resident in the United Kingdom. The provisions of this Clause 9 are in addition to your legal rights, not instead of them.

1. We will be responsible for any foreseeable loss or damage that you may suffer as a result of Our breach of these Terms and Conditions or as a result of Our negligence. Loss or damage is foreseeable if it is an obvious consequence of Our breach or negligence or if it is contemplated by you and Us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.

2. We only supply Goods for domestic and private use. We make no warranty or representation that the Goods are fit for commercial, business or industrial use of any kind. By making your Order, you agree that you will not use the Goods for such purposes. We will not be liable to you for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.

3. Nothing in these Terms and Conditions seeks to exclude or limit Our liability for death or personal injury caused by Our negligence; or for fraud or fraudulent misrepresentation.

4. Nothing in these Terms and Conditions seeks to exclude or limit Your legal rights as a consumer. For more details of Your legal rights, please refer to Your local Citizens Advice Bureau or Trading Standards Office

1. We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.

2. If any event described under this Clause 11 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:

1. We will inform you as soon as is reasonably possible;

2. Our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly;

3. We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;

4. If the event outside of Our control means your Goods are no longer available We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible;

5. If an event outside of Our control occurs and you wish to cancel the Contract, you may do so in accordance with your right to cancel under sub-Clause 5.4 above.

1. If you wish to contact Us, you may do so by telephone at 07757214418 or by email at hsellspaintings@tutanota.com.

2. In certain circumstances you must contact Us in writing (when cancelling an Order, for example). When contacting Us in writing you may use the following methods:

2. Contact Us by post at Henry Sells Paintings, Office 119820, PO Box 7169, Poole, United Kingdom, BH15 9EL.

1. We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.

2. All complaints are handled in accordance with Our complaints handling policy and procedure, available below.

3. If you wish to complain about any aspect of your dealings with Us, please contact Us by email: hsellspaintings@tutanota.com

We will only use your personal information as set out in Our Privacy Policy available from www.henrysellspaintings.co.uk

1. We may transfer (assign) Our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party (this may happen, for example, if We sell Our business). If this occurs you will be informed by Us in writing. Your rights under these Terms and Conditions will not be affected and Our obligations under these Terms will be transferred to the third party who will remain bound by them.

2. You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without Our express written permission. Please note, however, that you can transfer the benefit of the return period in Clause 9 without our consent.

3. The Contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms and Conditions (except the benefit of the return period in Clause 9).

4. If any of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.

5. No failure or delay by Us in exercising any of Our rights under these Terms and Conditions means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms and Conditions means that We will waive any subsequent breach of the same or any other provision.

1. These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.

2. As a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 16.1 above takes away or reduces your rights as a consumer to rely on those provisions.

3. Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

17. Attribution These Terms and Conditions have been created using a document template from www.simply- docs.co.uk.

1. In this Complaints Policy the following expressions have the following meanings:

“Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;

“Appeal Handler” means the business partner of Henry Sells Paintings who will handle Level Two Complaints;

“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;

“Complaint” means a complaint about goods and/or services sold by Henry Sells Paintings and/or about our customer service;

“Complaint Handler” means the business partner of Henry Sells Paintings who will handle Level One Complaints;

“Complaints Policy” means this document;

“Complaints

means the internal complaints handling procedure of Henry Sells Paintings which is followed when handling a Complaint and is available from www.henrysellspaintings.co.uk under Terms and Conditions, for your reference;

Procedure”

“Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;

“Level One” means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and

“Level Two” means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler.

1. Henry Sells Paintings welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods and/or, our customer service, and/or about our business partners, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

2. It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

1. To provide a clear and fair procedure for any customers who wish to make a Complaint about Henry Sells Paintings, our goods and/or services, and/orbits our customer service, and/or about our business partners;

2. To ensure that the business partners know how to handle Complaints made by our customers;

3. To ensure that all Complaints are handled equally and in a fair and timely fashion;

4. To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

1. This Complaints Policy applies to the sale of goods and/or the provision of services by Henry Sells Paintings, to our customer service and to our business partners.

2. For the purposes of this Complaints Policy, any reference to Henry Sells Paintings also includes the business partners.

3. Complaints may relate to any of our activities and may include (but not be limited to):

1. The quality of customer service you have received from Henry Sells Paintings;

2. The behaviour and/or professionalism of the business partners;

3. Delays, defects or other problems associated with the sale of goods by Henry Sells Paintings

4. Delays, defects, poor workmanship or other problems associated with the provision of services by Henry Sells Paintings;

4. The following are not considered to be Complaints and this policy would not apply:

1. General questions about our goods and/or services;

2. Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Sale of Goods Terms and Conditions where there is no further complaint;

3. Matters concerning contractual or other legal disputes;

4. Formal requests for the disclosure of information, for example, under applicable legislation;

1. All Complaints should be made in one of the following ways:

1. In writing, addressed to Henry Sells Paintings, Office 119820, PO Box 7169, Poole, UK BH15 9EL;

2. B y e m a i l , a d d r e s s e d t o H e n r y S e l l s P a i n t i n g s a t hsellspaintings@tutanota.com

2. When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

1. Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

2. If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

3. If you are making a Complaint about a particular transaction, the full details of the transaction including reference numbers, method of payment and any other details as required to verify the payment made;

4. If you are making a Complaint about a particular business partner, the name of that person;

5. Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

6. Details of any documents or other evidence you wish to rely on in support of your Complaint;

7. Details of what you would like Henry Sells Paintings to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).

1. Henry Sells Paintings operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.

2. Level One:

1. Upon receipt of your Complaint, either the business partner in receipt of the complaint or the Complaint Handler will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 14 days, giving you a Complaint Reference.

2. When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler.

3. If your Complaint relates to a specific business partner, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the business partner in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the business partner in question directly concerning the Complaint while we are working to resolve it.

4. If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.

If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5. We aim to resolve Level One Complaints within 30 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

6. At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.

3. Level Two:

1. If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 14 days, and have the complaint escalated to Level Two.

2. Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler. Receipt of Appeals will be acknowledged in writing within 14 days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.

3. If your Complaint relates to a specific business partner, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the business partner in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the business partner in question directly concerning the Complaint while we are working to resolve it.

4. If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5. We aim to resolve Level Two Complaints within 30 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

6. At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.

1. All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with the business partners of Henry Sells Paintings who need to know in order to handle your Complaint.

2. We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by emailing hsellspaintings@tutanota.com

3. All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Policy available from www.henrysellspaintings.co.uk

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Henry Sells Paintings using the details listed in 4.1 above.

1. This Complaints Policy is reviewed yearly and updated as required.

2. This Complaints Policy was adopted on 03/06/2024.

3. This Complaints Policy was last reviewed on 05/08/2026.

Attribution:

This policy has been created using a document template from www.simply-docs.co.uk.

1. In this Complaints Handling Procedure the following expressions have the following meanings:

“Appeal” means a request from a Customer to escalate a Complaint to Level Two following an unsatisfactory outcome at Level One;

“Appeal Handler” means a business partner of Henry Sells Paintings who will handle Level Two Complaints;

“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;

“Complaint” means a complaint about goods and/or services sold by Henry Sells Paintings, about our customer service, or about our business partners;

“Complaint Handler” means a business partner of Henry Sells Paintings who will handle Level One Complaints;

“Complaints Policy” means our customer complaints policy, available from www.henrysellspaintings.co.uk under Terms and Conditions;

“Complaint Reference” means a unique code assigned to a Complaint that will be used to track that Complaint;

“Customer” means a customer of Henry Sells Paintings and includes potential customers (no purchase necessary);

“Decision Letter” means a letter sent by a Complaint Handler or Appeal Handler to a Customer informing that Customer of the outcome of their Complaint;

“Investigation Report” means the report prepared by a Complaint Handler or Appeal Handler detailing his/her investigation;

“Level One” means the first stage in this Complaints Handling Procedure under which Complaints will be handled by a Complaint Handler;

“Level Two” means the second stage in this Complaints Handling Procedure under which a Customer may appeal the outcome of a Level One Complaint and under which Complaints will be handled by an Appeal Handler;

“Resolution Action” means the available actions to be taken in response to a Complaint as detailed in Section 8.

1. This Complaints Handling Procedure applies to Complaints pertaining to the sale of goods and/or the provision of services by Henry Sells Paintings, to our customer service and to our business partners.

2. For the purposes of this Complaints Handling Procedure, any reference to Henry Sells Paintings also includes our business partners.

3. Complaints may relate to any of our activities and may include (but not be limited to):

1. The quality of our customer service;

2. The behaviour and/or professionalism of our business partners;

3. Delays, defects or other problems associated with the sale of goods;

4. Delays, defects, poor workmanship or other problems associated with the provision of services;

4. The following do not constitute Complaints. Please use the contact details provided on our website.

1. General questions about our goods AND/OR services;

2. Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Sale of Goods Terms and Conditions where there is no further complaint;

3. Matters concerning contractual or other legal disputes;

4. Formal requests for the disclosure of information including, but not limited to, those made under the applicable legislation;

1. Customers may make Complaints to Henry Sells Paintings using any of the following methods:

1. In writing, addressed to Henry Sells Paintings, Office 119820, PO Box 7169, Poole, UK BH15 9EL

2. Upon receipt of Complaints, the following steps should be taken within 10 Business Days:

1. If a written Complaint is received by post, a business partner will log the complaint in the Complaints log and assign a complaint number. The letter will be stored in a locked storage device.

2. If a written Complaint is received by email, a business partner will log the complaint in the Complaints log and assign a complaint number.

3. If a Complaint is made by telephone, the business partner taking the telephone call will make a written record of the conversation, preferably directly into the Complaints log and assign a complaint number. Any other means of recording the complaint details will be transferred to the Complaints log as soon as possible and the written record kept in a locked storage device.

3. All Complaints must be given a Complaint Reference and forwarded to an appropriate Complaint handler within 10 Business Days.

4. All Complaints must be acknowledged in writing within 14 days of receipt by. The acknowledgement should inform the Customer of their Complaint Reference, their assigned Complaint Handler and should include copies of Henry Sells Painting’s Customer Complaint Policy and this Complaints Handling Procedure.

1. Customers are advised in our Complaints Policy that the following information should be provided in as much detail as is reasonably possible when making a Complaint:

1. The Customer’s name, address, telephone number and email address, indicating any preferred method of communication;

2. If the Customer is being represented by a third party, the information set out in Section 4.1.1 should be provided in reference to both parties;

3. If the Complaint relates to a particular transaction, the full details of the transaction including reference numbers, method of payment and any other details as required to verify the payment made.

4. If the Complaint relates to a particular business partner, the name of that partner;

5. Further details of the Complaint including, as appropriate, all times, dates, events, and people involved;

6. Details of any documents or other evidence on which the Customer wishes to rely in support of the Complaint;

7. Details of how the Customer would like Henry Sells Paintings to resolve the Complaint. Whilst we undertake to make all reasonable efforts to accommodate such requests, however, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.

2. If the information detailed in Section 4.1 is missing, insufficiently detailed, or incomplete, the Complaint handler should contact the Customer within 15 Business Days of receipt of the Complaint to request further information

1. Henry Sells Paintings operates a two-stage complaints handling procedure. Upon receipt, all new Complaints should be handled in accordance with the Level One procedure set out in Section 6 below. It is our policy to use all reasonable endeavours to resolve all Complaints to Customers’ satisfaction at Level One.

2. If a Customer is not satisfied with the resolution of their Complaint at Level One, he/ she may request that the Complaint is escalated to Level Two in the form of an Appeal at which point the Complaint should be handled in accordance with the Level Two procedure set out in Section 7 below.

1. Either of the business partners may act as Complaint Handlers for Level One Complaints:

2. Upon receipt of a Complaint, the Complaint Handler shall consider the Complaint and make a decision within 10 Business Days whether to:

1. Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 6.3; or

2. Inform the customer if the complaint is considered to be invalid, in which case the Complaint Handler should inform the Customer of his/her decision in writing within 15 Business Days.

3. Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Complaint Handler shall have a period of 20 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

4. If the Complaint relates to a business partner (a “Complainee” or “Complainees”), the Complaint Handler shall inform the Complainee(s) in question of the Complaint and arrange to discuss the Complaint. In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint. If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.2.3 of our Complaints Policy. Any such contact should be reported to the Complaint Handler.

5. If the Complaint Handler requires additional information or evidence in support of the Complaint, the Complaint Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required. Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.2.4 of our Complaints Policy.

6. If a Customer is unable or unwilling to provide information or evidence requested under Section 6.5, the Complaint Handler must nevertheless use all reasonable endeavours to resolve the Complaint. If, however, the Complaint Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 6.8 to 6.11.

7. The Complaint Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

8. Following his/her examination of the Complaint, the Complaint Handler shall reach a decision within the time period set out in Section 6.3 (subject to the exceptions

noted therein).

9. The Complaint Handler shall produce an Investigation Report with a decision and/or recommendations.

10. The business partners will then meet to discuss the Investigation Report.

11. Upon reaching a decision under Section 6.10 the Complaint Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate. Decision Letters shall set out the decision, the Resolution Action(s), and shall remind the Customer of their right to escalate the Complaint to Level Two. A copy of the Investigation Report and Decision Letter will be kept electronically and a hard copy will be retained in locked storage if a letter was posted to the Customer.

12. If a delay either occurs or is considered likely to occur at any stage of the Level One procedure, the Complaint Handler shall inform the Customer using the Customers preferred communication method. The Customer should be informed of the length or likely length of the delay and the reasons therefor.

13. The Customer shall have a time limit of 14 days within which to make an Appeal if he/she wishes to escalate the Complaint to Level Two.

14. Upon receipt of an Appeal, the following steps should be taken by the Complaint Handler:

1. If a written Appeal is received by post, the Complaint Handler must log this in the Complaints log and store the letter in locked storage.

2. If a written Appeal is received by email, the Complaint Handler must log this in the Complaints log.

3. If an Appeal is made by telephone, the Complaint Handler must make a written record of the telephone conversation and enter it into the Complaints log, stored electronically.

15. All Appeals must be forwarded to an appropriate Appeal Handler, selected in accordance with Section 7.1 within 5 Business Days.

16. All Appeals must be acknowledged in writing within 14 days of receipt. The acknowledgement should inform the Customer of their assigned Appeal Handler.

1. Either of the business partners may act as Appeal Handlers for Level Two complaints.

2. Upon receipt of an Appeal, the Appeal Handler shall consider the Appeal and make a decision within 10 Business Days whether to:

1. Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 7.3; or

2. Inform the customer if the Appeal is considered to be invalid, in which case the Appeal Handler should inform the Customer of his/her decision in writing within 30 days. If the Complaint is so dismissed, the Complaint may be dismissed in its entirety, or the Resolution Action from Level One may stand.

3. Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Appeal Handler shall have a period of 20 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

4. If the Complaint relates to (a) particular Complainee(s), the Appeal Handler shall inform the Complainee(s) in question of the Appeal and make arrangements to discuss the Complaint. In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint. If the

Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.3.3 of our Complaints Policy. Any such contact should be reported to the Appeal Handler.

5. If the Appeal Handler requires additional information or evidence in support of the Complaint, the Appeal Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required. Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.3.4 of our Complaints Policy.

6. If a Customer is unable or unwilling to provide information or evidence requested under Section 7.5, the Appeal Handler must nevertheless use all reasonable endeavours to resolve the Complaint. If, however, the Appeal Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 7.8 to 7.11.

7. The Appeal Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

8. Following his/her examination of the Complaint, the Appeal Handler shall reach a decision within the time period set out in Section 7.3 (subject to the exceptions noted therein).

9. Upon reaching a decision, the Appeal Handler shall prepare an Investigation Report and Recommendation(s).

10. The business partners will meet to discuss and agree the Investigation Report and Recommendation(s).

11. Upon reaching a decision under Section 7.10 the Appeal Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate. Decision Letters shall set out the decision and the Resolution Action(s). The Investigation Report and Decision Letter will be stored electronically and 1 hard copy will be retained in locked storage if a letter was posted to a Customer.

12. If a delay either occurs or is considered likely to occur at any stage of the Level Two procedure, the Appeal Handler shall inform the Customer using the Customer’s preferred communication method. The Customer should be informed of the length or likely length of the delay and the reasons therefor.

When handling Complaints, Complaint Handlers and Appeal Handlers will endeavour to change practices within the business to try to prevent further complaints of a similar nature. The requested outcome from a Customer to a complaint will be considered, however, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.

Upon the conclusion of a Complaint, whether at Level One or Level Two, the Resolution Action(s) settled upon shall be implemented in a timely manner. The Resolution Actions will be recorded in the Complaints log and stored electronically.

1. All Complaints, Appeals, evidence and other information gathered, held and processed under this Complaints Handling Procedure shall be treated with the

utmost confidence at all times. Such information may be shared with the partners of Henry Sells Paintings only to the extent required to resolve the Complaint in question in accordance with this Complaints Handling Procedure.

2. All personal information collected by Henry Sells Paintings (including, but not limited to, Customers’ names and contact details) shall only be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and Customers’ rights thereunder, as set out in our Privacy Policy available from www.henrysellspaintings.co.uk

1. Overall responsibility for this Complaints Handling Procedure and the implementation thereof lies with the business partners of Henry Sells Paintings.

2. This Complaints Handling Procedure shall be reviewed regularly at intervals of not more than 2 years and shall be updated as required.

3. This Complaints Handling Procedure was adopted on 6/6/24.

Attribution: This document has been created using a document template from www.simply- docs.co.uk.