Commitment
Every complaint is taken seriously and handled personally. This page explains how to raise a complaint and what to expect.
How to raise a complaint
Please email your complaint to hello@wordharbourstudio.co.uk with the subject line 'Complaint'. Include your name, the date of the engagement, the package involved and a clear description of the issue.
Acknowledgement
Complaints are acknowledged within two business days of receipt.
Investigation
I will review the correspondence, the brief and the deliverables, and respond substantively within ten business days. If more time is needed, I will explain why.
Proposed resolution
Where a complaint is upheld, I will propose an appropriate remedy — this may include a revised deliverable, a partial or full refund in line with the Refund and Cancellation Policy, or another agreed action.
Escalation
If the response does not resolve the complaint, you may seek independent advice from Citizens Advice, Trading Standards or another appropriate body. Complaints about data handling may be raised with the Information Commissioner's Office at ico.org.uk.
Records
Complaints and their outcomes are recorded and used to improve the service.