Complaints Policy

1. Our Commitment

At Results Squared, we are committed to providing high-quality services and maintaining excellent relationships with our clients. However, we recognise that sometimes things may not meet your expectations, and we take all complaints seriously.

This policy explains how you can raise a complaint with us and how we will handle it. We aim to resolve all complaints fairly, promptly, and courteously.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, staff, or the way we have handled a matter. This includes concerns about:

• The quality of our work or services
• Delays or missed deadlines
• Communication issues
• Billing or fee disputes
• Staff conduct or professionalism
• Any other aspect of our service that has not met your expectations

3. How to Raise a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

Email

Send your complaint to hello@resultssquared.studio with the subject line "Complaint".

Post

Write to us at:

Information to Include

To help us investigate and resolve your complaint quickly, please include:

• Your name and contact details
• Your company name (if applicable)
• Details of the project or service concerned
• A clear description of your complaint
• Any relevant dates, documents, or correspondence
• What outcome you are seeking

4. Our Complaints Procedure

Step 1: Acknowledgement

We will acknowledge your complaint within 2 working days of receipt. We will confirm who will be handling your complaint and provide a reference number.

Step 2: Investigation

We will thoroughly investigate your complaint, which may include:

• Reviewing relevant documents and correspondence
• Speaking with staff involved
• Contacting you for additional information if needed

Step 3: Response

We aim to provide a full response within 10 working days. If we need more time due to the complexity of the complaint, we will let you know and provide a revised timeline.

Our response will include:

• A summary of our findings
• Whether we uphold the complaint in full, in part, or not at all
• Any remedial action we propose to take
• Information about next steps if you remain dissatisfied

5. Escalation

If you are not satisfied with our initial response, you may request an escalation review. This will be conducted by a senior member of our team who was not involved in the original complaint.

To request an escalation, please reply to our response within 14 days explaining why you remain dissatisfied. We will acknowledge your escalation request within 2 working days and aim to provide a final response within a further 10 working days.

6. Remedies

Depending on the nature and outcome of your complaint, we may offer one or more of the following:

• An apology
• An explanation of what went wrong
• Corrective action to fix the issue
• A partial or full refund where appropriate
• Additional work at no extra cost
• Changes to our processes to prevent recurrence

7. External Resolution

If you have exhausted our internal complaints procedure and remain dissatisfied, you may have the option to seek external resolution through:

• Mediation: An independent mediator can help both parties reach an agreement
• Small Claims Court: For disputes under £10,000 (or £5,000 in Scotland)
• Legal Action: Through the courts, though we hope to resolve matters before this becomes necessary

8. Confidentiality

All complaints will be handled confidentially. Information relating to your complaint will only be shared with those who need to know to investigate and resolve the matter. We will comply with data protection laws when handling your personal information.

9. Learning From Complaints

We view complaints as an opportunity to improve our services. All complaints are logged and reviewed regularly to identify trends and areas for improvement. We use this feedback to enhance our processes and training.

10. Unreasonable Complaints

While we are committed to resolving all genuine complaints, we reserve the right to limit our response to complaints that are:

• Vexatious, frivolous, or made in bad faith
• Abusive, threatening, or use inappropriate language
• Repetitive complaints about matters already resolved
• Outside the scope of our services or responsibility

In such cases, we will explain our reasons for limiting our response.

11. Contact Us

If you have any questions about this policy or wish to make a complaint, please contact us: