At CoCreate Design and Marketing Ltd (“CoCreate”), we are committed to providing high-quality services to all our business clients. We recognise that, on occasion, our clients may wish to raise concerns or complaints about the services we provide. This policy sets out how you can raise a complaint with us, and how we will handle it.

1. Purpose

The purpose of this policy is to provide a clear and transparent process for our clients to raise complaints, and for CoCreate to respond promptly, fairly, and consistently.

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2. Scope

This policy applies to all business clients of CoCreate. It does not apply to internal employee matters, which are managed under our separate staff grievance procedures.

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3. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us using one of the following methods:
• By email: [email protected]
• By post: Complaints, CoCreate Design and Marketing Ltd, 1 Carr Lane, Hoylake, Wirral, CH47 4BG
• By telephone: 0151 632 3527

Please provide:
• Your name and business name
• Details of the service or project concerned
• A clear description of your complaint
• Any supporting information or documentation

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4. How We Handle Complaints
1. Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
2. Investigation
• Your complaint will be investigated by a senior manager not directly involved in the matter.
• We may contact you for further information or clarification.
3. Response
• We aim to provide a written response within 20 working days.
• If the matter is complex and requires more time, we will keep you informed of progress and expected timescales.
4. Resolution
• Where we identify that our service has fallen short, we will take appropriate steps to resolve the issue and prevent recurrence.
• Where the complaint relates to contractual terms, we will address it in line with the relevant agreement.

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5. Escalation

If you are not satisfied with the outcome of your complaint, you may request a review by a Director of CoCreate. The Director’s decision will be final.

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6. Continuous Improvement

We value all feedback, including complaints, as an opportunity to improve our services and client experience.

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7. Confidentiality

All complaints will be handled in confidence, and information shared only with those directly involved in the process.

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8. Contact Us

If you have any questions about this policy or the complaints process, please contact us at [email protected].