I want every client to be happy with my work. If something has gone wrong, please tell me, and I'll do my best to put it right quickly and fairly.

1.How to complain

You can complain in whichever way is easiest for you:

• in your portal: open a ticket and start the title with "Complaint";
• by email: support@charlieswebsites.co.uk.

Please tell me:

• your name and the email address on your account, if you have one;
• what went wrong, and when;
• what you'd like me to do to put it right.

Including screenshots, ticket links or emails helps me understand the problem faster.

2.What happens next

1. I'll acknowledge your complaint within 2 working days, and tell you if I need more information.
2. I'll look into it fully, including your tickets, messages and anything else relevant.
3. I'll reply in full within 10 working days, explaining what I found and what I'll do. If I need longer, for example because I'm waiting on a provider, I'll tell you why and when you'll hear from me.

Working days are Monday to Friday, not including bank holidays in England and Wales.

3.Putting things right

Depending on what happened, I might fix the problem, redo the work, give you a refund or credit, or explain why I don't think I've done anything wrong. If I've made a mistake, I'll say so.

Making a complaint never affects the service I give you.

4.If you're still unhappy

If you're not happy with my reply, tell me and I'll look at it again.

If we still can't agree:

• If you're a consumer, you can get free, impartial advice from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133 (or Advice Direct Scotland if you're in Scotland). You can also take a claim to the small claims court.
• If your complaint is about how I've handled personal information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
• If you're a business client, we'll try to resolve it by talking first. If that doesn't work, either of us can take it further as set out in my Terms of Service.

Your legal rights aren't affected by this procedure.

5.Records

I keep a record of complaints and how they were resolved for 2 years, so I can learn from them and improve my service. My Privacy Policy explains how I look after this information.