Complaints Procedure

We're Committed To Outstanding Service

We set ourselves high standards and take pride in the service we provide. If we ever fall short of your expectations, we are committed to handling your complaint fairly, professionally and transparently.

What Is A Complaint?

We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.

Complaints may be made by a client, prospective client or an authorised representative acting on their behalf.

How To Contact Us

  • Write to School Website Design Agency, 5 Stangate House, Stanwell Road, Penarth, CF64 2AA
  • Email [email protected]
  • Call 02920 100985

Acknowledging Your Complaint

We will acknowledge your complaint within one working day of receiving it.

If your complaint was made verbally, we will confirm our understanding of the issue and ask you to let us know if anything has been misunderstood.

Investigating The Issue

Your complaint will be investigated by a senior member of the company who is not directly or indirectly involved in the matter being complained about.

We will review the relevant information available to us, including project records, correspondence and feedback from any team members involved.

Keeping You Updated

We will aim to complete our investigation and respond as quickly as possible. The timescale will depend on the complexity of the complaint and the level of investigation required.

If we are unable to provide a final response within one week, we will contact you to explain why and let you know when we expect to respond.

Our Final Response

Once our investigation is complete, we will write to you with our findings, explain our conclusion and outline any action we intend to take.

If you do not agree with our response, you may contact us again so we can review your further comments.

Every Complaint Helps Us Improve

We treat complaints seriously and use feedback to improve our services, communication and support. Our aim is always to resolve concerns fairly while continuing to deliver the high standards our schools expect.