Complaints policy

Last updated 2026-10-01.

How to raise one

Tell your account lead first; most things are fixed on the same call. If that does not resolve it, email [email protected] with "Complaint" in the subject.

What happens next

1. We acknowledge within two working days and say who is handling it.
2. We investigate: the account, the reports, the call recordings if relevant.
3. You get a written answer within ten working days, with what we found and what we will do.
4. If we got it wrong, we put it right: credit, rework or release from the remaining notice period.

If you are still unhappy

Say so and the owner reviews it personally. Your engagement agreement sets out any further steps, and nothing here removes your legal rights.