Resolving concerns
Complaints Policy
We aim to resolve concerns fairly, clearly and without unnecessary delay.
Last updated: 29 July 2026
Before making a formal complaint
Many issues can be resolved quickly through the normal project or support channel. Explain the problem, the affected service and the outcome you are seeking so the matter can be investigated.
Making a complaint
Send the complaint to contact@performance-marketing.uk with the client name, project or invoice reference, key dates, supporting evidence and the preferred resolution. Mark the message “Formal complaint”.
Response process
We aim to acknowledge a formal complaint within two business days and provide a substantive response within ten business days. More complex matters may take longer; if so, an update and revised timescale should be provided.
Escalation
If the initial response does not resolve the issue, ask for the complaint to be reviewed again and explain what remains disputed. The parties should consider good-faith negotiation or mediation before court proceedings where appropriate.
Records and privacy
Complaint records are used to investigate the issue, improve services and establish or defend legal rights. They are handled in accordance with the Privacy Policy.