Complaints Policy

Our approach to complaints

We take every concern seriously and see complaints as an opportunity to put things right and improve. If any aspect of our service falls short of your expectations, we want to hear about it so we can address it fairly and promptly.

How to raise a complaint

Please contact us in the first instance by email at support@powergroup.marketing or by phone on +44 114 496 0154. To help us respond effectively, please include:

• Your name and the best way to contact you.
• A clear description of your concern.
• Any relevant dates, correspondence or reference numbers.
• What you would like us to do to resolve the matter.

What happens next

Our complaints process follows these stages:

1. We will acknowledge your complaint, normally within two business days of receiving it.
2. We will investigate the matter thoroughly and fairly, speaking with the people involved.
3. We will respond with our findings and any proposed resolution, normally within ten business days. If we need longer, we will tell you why and give a revised timeframe.
4. If you are not satisfied with our response, you may ask for the matter to be reviewed by a senior member of the team.

Fair handling

We handle all complaints confidentially and without any detriment to your working relationship with us. You will be treated with respect throughout, and raising a concern will never disadvantage you in how we deliver your services.

If we cannot resolve it

We aim to resolve all complaints directly. If your complaint relates to how we have handled your personal data and we are unable to resolve it, you have the right to contact the Information Commissioner’s Office (ICO) at ico.org.uk. For other unresolved disputes, you may seek independent legal advice.