Last updated: [15/03/2023]

At Contentscape, we are committed to providing the highest level of service to our clients. However, we understand that there may be occasions when our clients may not be completely satisfied with our services or may wish to appeal a decision made by our team. In such cases, we have implemented a Complaints & Appeal Procedure to ensure that your concerns are addressed promptly and professionally.

  1. Submitting a Complaint

If you are not satisfied with any aspect of our service, please follow these steps to submit a complaint:

Step 1: Contact our team by sending an email to [email protected], providing the following information:

  • Your name and contact details
  • A detailed description of your complaint, including any relevant dates and the service(s) involved
  • Any supporting documents or evidence, if applicable

Step 2: Our team will acknowledge receipt of your complaint within two working days and will investigate your concerns thoroughly.

Step 3: We will provide a written response to your complaint within ten working days of receiving it, outlining our findings and any proposed actions to resolve the issue.

  1. Appealing a Decision

If you are not satisfied with the outcome of your complaint or wish to appeal a decision made by our team, please follow these steps:

Step 1: Submit a written appeal to [email protected] within ten working days of receiving our response to your complaint, providing the following information:

  • Your name and contact details
  • The details of the initial complaint, including any relevant dates and the service(s) involved
  • The reason for your appeal, along with any additional information or evidence you wish to present

Step 2: Our team will acknowledge receipt of your appeal within two working days and will review your case.

Step 3: We will provide a written response to your appeal within ten working days, outlining our findings and any proposed actions to resolve the issue.

  1. Final Decision

If you are still not satisfied with the outcome of your appeal, you may request that your case be reviewed by a senior member of our team. The senior team member’s decision will be considered final, and no further appeals will be accepted.

We appreciate your understanding and cooperation in following our Complaints & Appeal Procedure, as it allows us to continuously improve our services and maintain a high level of client satisfaction. If you have any questions or concerns about this procedure, please do not hesitate to contact us at [email protected].