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Complaints

If we have got something wrong, tell us

We would rather hear about a problem directly than have you work around it or leave. Every complaint is logged, given a reference, and looked at by a person.

Acknowledged within 30 days, usually far sooner

Make a complaint

Tell us what happened

We use what you send here to investigate and respond to your complaint, and we keep a record of it. We will acknowledge it within 30 days and investigate without undue delay, keeping you informed of our progress. See our privacy policy.

What happens next

How we handle it

  • 01

    You get a reference. Shown on screen and emailed to you as soon as you submit, so you have a record and something to quote.

  • 02

    We acknowledge it. Within 30 days, and usually far sooner, from a person rather than an autoresponder.

  • 03

    Someone looks into it. Not the person the complaint is about, where that is practical.

  • 04

    We respond in writing. We investigate without undue delay and keep you posted as we go, rather than letting it go quiet.

  • 05

    You can escalate. If the answer does not satisfy you, say so and it goes to a director.

Other ways to raise it

If it concerns your personal data

You can go to the regulator, and you do not have to come to us first

If your complaint is about how we have handled your personal data, you have the right to complain to the Information Commissioner's Office. We would like the chance to put it right ourselves, but that is your choice and it does not affect your right to go to them directly.

Information Commissioner's Office
Your data rightsAccess, correction, erasure, restriction, portability and objection. Our privacy policy explains how to exercise them.
Raising it costs you nothingComplaining to the ICO is free and you do not need a solicitor to do it.
We keep a recordComplaints are logged so we can see patterns rather than treating each one as a one off.
No detrimentComplaining will not affect how we treat you, the service you receive, or any ongoing work.

Common questions

Before you submit

If your question is not here, put it in the form and we will answer it in our response.

Who will see my complaint?
Only the people who need to in order to investigate and respond. Where the complaint is about a particular person, we try to have someone else look into it, though in a small business that is not always possible and we will tell you if it is not.
Can I complain about an associate rather than ChangeFluent?
Yes, and you should. Associates work under our name and we are accountable for the engagement. Choose the option about a team member or associate in the form.
What if I am not satisfied with the response?
Reply and say so, quoting your reference, and it will be reviewed by a director. If the complaint concerns your personal data you can also take it to the Information Commissioner's Office at any point.
How long do you keep complaint records?
We keep them long enough to handle the complaint, to meet our legal and insurance obligations, and to spot recurring problems. The retention periods are set out in our privacy policy.
Can I complain anonymously?
You can, but we will have no way to acknowledge it, ask you anything, or tell you what we did. If you would rather not use the form, email us and say what you are and are not willing to share.
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