Complaints Policy

We want you to be happy with our work. If we get something wrong, we want to know, so that we can fix it and learn from it.

This policy applies to everyone who deals with Crello, including clients and people who have made an enquiry.

You can complain by:

• emailing support@crello.co.uk, which is the best way because it gives us a written record;
• calling or messaging us on WhatsApp on +44 7350 010202;
• sending a message through the Client Portal or the contact form.

Please tell us:

• your name and business name, and the email address you use with us;
• which service or project the complaint is about;
• what went wrong, and when;
• what you would like us to do about it.

Acknowledgement. We will reply to confirm we have your complaint within 2 Working Days.

Investigation. We will look into what happened, speak to anyone involved and check the records. We may contact you for more information.

Response. We will send you our findings and a proposed solution within 10 Working Days of receiving your complaint. If it will take longer, we will tell you why and when to expect an answer.

Putting it right. Depending on the problem, this might be correcting the work, completing something that was missed, a refund of the relevant part of the fee, or an explanation and an apology. Our Refunds and Cancellations Policy sets out when refunds apply.

You can ask for a review by emailing us and saying you want your complaint reviewed. The review will be carried out by the owner of the business or, if the complaint is about the owner, by a suitable independent person. We will give you a final written answer within 15 Working Days of your request.

If we cannot settle your complaint, we will tell you in our final answer whether there is an alternative dispute resolution provider that we can refer you to. We are not required to use one, but we will consider it if you ask.

If your complaint is about how we handle your personal data, you can also contact the Information Commissioner’s Office at ico.org.uk.

If you are a consumer, Citizens Advice can give you free advice on your rights. Making a complaint does not affect your legal rights, and you can go to court at any time.

We keep a record of each complaint and how it was settled for 6 years. We use them to improve our service. We keep your details private and use them only for dealing with your complaint, as described in our Privacy Policy.

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