COMPLAINTS
HANDLING PROCEDURE

BLUE SCRIPT DESIGNS

Complaints Handling Procedure

Version: 1.0

Effective Date: 6 August 2026

Last Reviewed: 6 August 2026

Next Scheduled Review: 6 August 2027

Complaints Handling Procedure

1. Introduction

Blue Script Designs is committed to delivering professional, reliable and high-quality digital services. We value our clients and believe that feedback, including complaints, provides an opportunity to improve our services and strengthen our relationships.

We recognise that, despite our best efforts, there may be occasions where our services do not meet expectations. When this happens, we are committed to addressing concerns promptly, fairly and professionally.

This Complaints Handling Procedure explains how complaints can be raised, investigated and resolved.

2. Purpose

The purpose of this procedure is to:

Provide a clear and accessible complaints process.
Ensure complaints are handled fairly and consistently.
Resolve concerns promptly and professionally.
Learn from customer feedback.
Improve our services through continuous improvement.
Promote transparency and accountability.

We aim to resolve complaints as quickly as possible while ensuring that every concern receives appropriate consideration.

3. Scope

This procedure applies to complaints relating to services provided by Blue Script Designs, including but not limited to:

Website Design and Development.

Website Hosting and Maintenance.

Search Engine Optimisation (SEO).

Digital Marketing.

Lead Generation Services.

Branding and Graphic Design.

Website Audits.

CRM Integration.

Content Consultancy.

Customer Service.

This procedure does not replace any contractual rights or statutory legal rights available to clients.

4. Our Commitment

Blue Script Designs is committed to:

Treating every complaint seriously.
Listening carefully and objectively.
Responding politely and professionally.
Investigating concerns fairly.
Keeping complainants informed.
Seeking reasonable and appropriate resolutions.
Using feedback to improve our services.

Every complaint is viewed as an opportunity to learn and enhance the quality of our business.

5. What Is a Complaint?

A complaint is an expression of dissatisfaction regarding:

A service provided.
Customer service.
Communication.
Quality of work.
Delays.
Billing or invoicing.
Technical support.
Professional conduct.
Any aspect of our business operations.

We welcome feedback regardless of whether the issue is minor or significant.

6. How to Make a Complaint

Complaints should ideally be submitted in writing to ensure all relevant information is recorded accurately.

When making a complaint, please provide:

Your name.
Company name (if applicable).
Contact details.
Description of the issue.
Relevant dates.
Supporting information where available.
The outcome you are seeking.

Complaints may be submitted by email using the contact details provided at the end of this document.

7. Complaint Acknowledgement

Once a complaint has been received, Blue Script Designs aims to:

Acknowledge receipt promptly.
Confirm that the complaint is being reviewed.
Explain the next steps in the process.
Request additional information if required.

Our objective is to begin investigating complaints without unnecessary delay.

8. Investigation Process

Each complaint will be considered individually.

The investigation may include:

Reviewing project documentation.
Examining correspondence.
Speaking with relevant personnel.
Reviewing contractual agreements.
Assessing technical information.
Considering supporting evidence provided by the client.

Investigations are conducted fairly, impartially and confidentially.

9. Resolution

Following our investigation, we will seek to provide a fair and appropriate resolution.

Depending on the circumstances, this may include:

An explanation.
Clarification of events.
Corrective action.
Rectification of an issue.
An apology where appropriate.
Service improvements.
Alternative solutions agreed between both parties.

Each complaint is considered on its own individual merits.

10. Response Times

Blue Script Designs aims to deal with complaints efficiently.

Our general objectives are:

Acknowledge complaints promptly.
Keep complainants informed of progress.
Respond as quickly as reasonably practicable.
Resolve complaints without unnecessary delay.

Where additional investigation is required, we will endeavour to keep the complainant updated throughout the process.

11. Escalation

If a complainant believes that their concern has not been resolved satisfactorily, they may request that the matter be reviewed by senior management.

An independent review of the circumstances will be undertaken where appropriate.

We remain committed to achieving a fair and reasonable outcome wherever possible.

12. Confidentiality

Complaints will be handled confidentially and information will only be shared with those who need access in order to investigate and resolve the matter.

Personal information will be processed in accordance with our:

13. Record Keeping

Blue Script Designs may retain records relating to complaints for the purposes of:

Monitoring service quality.
Identifying recurring issues.
Supporting continuous improvement.
Meeting legal or regulatory obligations where applicable.

Complaint records will be handled securely and retained only for as long as reasonably necessary.

14. Learning from Complaints

Complaints provide valuable insight into how we can improve.

Where appropriate, we may use complaint outcomes to:

Improve customer service.
Enhance communication.
Refine internal procedures.
Improve technical processes.
Strengthen quality assurance.
Update policies and procedures.

Continuous improvement is an important part of our commitment to delivering excellent service.

15. Standards of Behaviour

We are committed to treating all complainants respectfully and expect the same courtesy in return.

Blue Script Designs will not tolerate:

Abusive language.
Threatening behaviour.
Harassment.
Discrimination.
Intimidation.
Vexatious or malicious complaints.

Where behaviour becomes unacceptable, appropriate action may be taken to protect our employees and representatives while continuing to deal with legitimate concerns wherever reasonably possible.

16. Related Policies

This Complaints Handling Procedure should be read alongside our:

Website Terms & Conditions.
Employment Policy.
Equality, Diversity & Inclusion Policy.
Data Protection Policy.
Information Security Policy.
Corporate Social Responsibility Policy.
Anti-Bribery & Corruption Policy.

Together, these documents support our commitment to professionalism, transparency and responsible business practices.

17. Policy Review

This procedure will be reviewed annually, or sooner where appropriate, to ensure it remains:

Fair.
Effective.
Transparent.
Legally compliant.
Aligned with best practice.

The latest version will always be available on our website.

18. Contact Us

If you wish to make a complaint or have any questions regarding this procedure, please contact:

Blue Script Designs

Website:

[www.bluescriptdesigns.co.uk] (http://www.bluescriptdesigns.co.uk)

Email:

[info@bluescriptdesigns.co.uk] (mailto:info@bluescriptdesigns.co.uk)

We will always endeavour to deal with your concerns professionally, fairly and respectfully.

Appendix A – Our Complaints Handling Principles

Blue Script Designs is committed to the following principles when handling complaints:

Fairness

Every complaint will be considered objectively and without prejudice.

Transparency

Our complaints process is open, straightforward and easy to understand.

Respect

All complainants will be treated courteously and professionally.

Accountability

We take responsibility for investigating concerns and responding appropriately.

Confidentiality

Complaint information will be handled securely and responsibly.

Continuous Improvement

We use customer feedback to strengthen our services and improve the overall client experience.

Appendix B – Our Complaint Resolution Process

Our complaints procedure generally follows these stages:

1. Complaint received.

2. Complaint acknowledged.

3. Investigation undertaken.

4. Information reviewed.

5. Resolution proposed.

6. Outcome communicated.

7. Matter closed or escalated where appropriate.

Each stage is designed to ensure complaints are handled consistently, fairly and efficiently.

Appendix C – Our Commitment to Customer Satisfaction

At Blue Script Designs, we value every client relationship and are committed to delivering a high standard of service.

We recognise that resolving concerns professionally is an important part of building trust and maintaining long-term partnerships.

Our commitment is to:

Listen carefully.
Respond honestly.
Investigate fairly.
Communicate clearly.
Resolve issues wherever reasonably possible.
Learn from every complaint.

By embracing feedback and continually improving our services, we strive to provide an outstanding experience for every client.

Document Classification: Public Website Policy

Approved By: Blue Script Designs Management

Document Owner: Blue Script Designs

Version Control: Version 1.0

Review Frequency: Annually

COMPLAINTS HANDLING PROCEDURE

COMPLAINTS
HANDLING PROCEDURE