Complaints Policy

​1. Our complaints policy

1.1  We are committed to providing a high-quality, transparent and efficient digital marketing service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. If you have a complaint, please write to us with the details at the following address.

Beaver & Grouse Ltd, 20 Abbots Business Park, Primrose Hill, Kings Langley, WD4 8FR.

2. What will happen next? 

2.1 We will send you a letter/email acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.  

i) We will then investigate your complaint. This will normally involve passing your complaint to our Office Manager, who will review the details and discuss with any required team members, or the board of directors.

ii) We will then invite you to a meeting/call to discuss and hopefully resolve your complaint. We will do this within three working days of sending you the acknowledgement letter.

​iii) Within three working days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.   

iv) If you do not want a meeting/call or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within six working days of sending you the acknowledgement letter.    

v) At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director to review our decision. 

vi) We will write to you within four days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

This document was last updated on 1 January 2024.