Last updated: 1 August 2026
We would always rather hear that something has gone wrong than have a client quietly lose confidence in us. This policy explains how to raise a concern, what we will do about it and how long it should take. It applies to clients, prospective clients and anyone else who deals with SEO Agency East London.
We treat complaints as useful information rather than as an inconvenience. Every complaint is taken seriously, investigated properly and answered honestly. Raising a complaint will not affect the quality of service you receive, and we will not treat you differently for having made one.
Many concerns can be resolved quickly by an informal conversation, particularly where the issue is a misunderstanding about scope or timing. You are welcome to start there. If that does not resolve matters, or you would prefer to go straight to the formal process, follow the steps below.
You can raise a complaint in whichever way suits you.
We are a service-area business without a staffed public office, so email and telephone are the fastest routes to us. If you need to send correspondence by post, contact us first and we will provide a postal address for that purpose.
To help us investigate properly, please tell us:
The last point matters more than people expect. Knowing whether you want an explanation, a correction to the work, a change of approach or a financial remedy helps us respond to what you actually want rather than what we assume.
We will acknowledge your complaint within three working days of receiving it. The acknowledgement will confirm our understanding of the issue and tell you who is handling it.
We will review the relevant correspondence, project records and work carried out, and speak to anyone involved. If we need more information from you, we will ask for it promptly rather than at the end of the process.
We aim to send a full written response within 14 working days of acknowledging the complaint. The response will set out what we found, whether we agree with the complaint in whole or in part, our reasons, and what we propose to do.
Where a complaint is complex and needs longer, we will tell you before the 14 working days expire, explain why and give you a revised date. We will not let a complaint go quiet.
Where we have got something wrong, we will say so plainly and set out how we intend to fix it. Depending on the circumstances that might mean correcting or redoing the work at no charge, adjusting an invoice, changing the approach on your account, changing how we work so the same thing does not happen again, or a combination of these.
Where we do not agree that we have done anything wrong, we will explain our reasoning clearly and set out the evidence we relied on, so that you can decide whether to take the matter further.
If our response does not resolve the matter, tell us within 28 days and ask for the complaint to be reviewed. The review will be carried out by someone who was not involved in the original decision where that is possible within a small team, and we will respond within a further 14 working days.
If you remain dissatisfied after that, the complaint has exhausted our internal process. You are then free to pursue the matter through an independent route. Depending on the nature of the dispute this might include alternative dispute resolution or mediation, which we are willing to consider by agreement, or the courts. Nothing in this policy affects your legal rights or the terms agreed in your contract with us, which are set out in our terms and conditions.
If your complaint concerns how we have handled personal data, it will be dealt with under this policy and in line with our privacy policy. You also have the right to complain directly to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113, whether or not you raise it with us first.
We keep a record of complaints, what caused them and how they were resolved, and we review them periodically to identify patterns. Records are held securely, retained in line with our privacy policy and used only for handling the complaint and improving our service.
To raise a complaint or ask a question about this policy, call 020 8326 4455 or email [email protected].