1. Raising a complaint
Complaints should be sent by email to hello@brightreachmarketing.co.uk with the subject line “Complaint”. Please include your name, the package or enquiry concerned, the date, and a description of the problem and the outcome you are seeking.
2. Acknowledgement
Every complaint is acknowledged in writing within two business days of receipt.
3. Investigation
The complaint is reviewed personally by the business owner. Relevant correspondence, briefs and delivered materials are examined, and further information may be requested from you.
4. Response
A full written response is provided within ten business days of acknowledgement. If the matter is complex and more time is required, you will be told why and given a revised date.
5. Outcomes
Possible outcomes include an explanation, a correction or redelivery of a deliverable, additional work at no charge, or a refund considered under the Refund and Cancellation Policy.
6. If you remain dissatisfied
You may ask for the decision to be reviewed once. Beyond that, you retain the right to seek independent advice, for example from Citizens Advice, or to pursue any other remedy available to you in law. Complaints about the handling of personal data may be raised with the Information Commissioner’s Office.
7. Records
Complaint records are kept for six years and are used to review and improve the service.
Contact
BrightReach Marketing Support
Sujana Shahi Thakuri
82-84 Plumstead High Street
Greenwich
London
SE18 1SL
United Kingdom
Email: hello@brightreachmarketing.co.uk
Phone: +44 7405 154002
BrightReach Marketing Support is independently owned and operated by Sujana Shahi Thakuri as a sole trader in the United Kingdom.