COMPLAINTS
A complaints process should solve problems, not make customers fight through another one.
You do not need to write a legal submission. Tell us what happened, what you think went wrong and what outcome you are seeking.
START WITH THE PROBLEM.
Email hello@dontmakeitworse.co.uk and put COMPLAINT in the subject line.
Include enough information for us to identify the service and understand the issue. Do not send unnecessary sensitive material.
COMPLAINTS DO NOT COST EXTRA.
There is no charge for making a complaint about our service. Raising a complaint will not be treated as authority to undertake additional paid casework.
WE REVIEW THE WORK AND THE COMMUNICATIONS.
We will acknowledge the complaint, review the relevant communications and work, and provide a substantive response. Where something has gone wrong, the response should address what can reasonably be done to put it right.
EXTERNAL RIGHTS
Your statutory consumer rights are not removed by this complaints process. If an external consumer-redress route applies to the service concerned, we will identify it where appropriate.