Complaints Policy
Last Updated: 26th April, 2024
Welcome to The Guide Video’s Complaints Policy page. We are committed to providing high-quality video production services to our clients and take complaints seriously. This policy outlines our procedures for handling complaints and our commitment to resolving them promptly and fairly.
How to Make a Complaint
If you are dissatisfied with any aspect of our video production services, we encourage you to raise your concerns as soon as possible. You can make a complaint by contacting us through one of the following methods:
Email: Send an email to complaints@theguidevideo.com detailing your complaint and providing any relevant information or documentation.
Phone: Call our customer service team at [phone number] to speak with a representative about your complaint.
In-Person: Arrange a meeting with a member of our team to discuss your complaint in person.
Complaint Handling Process
Upon receiving a complaint, we will acknowledge receipt within two business days and begin investigating the matter promptly. Our complaint-handling process typically involves the following steps:
Assessment: We will assess the nature and severity of the complaint and gather any necessary information or evidence to investigate further.
Investigation: Our team will conduct a thorough investigation into the circumstances surrounding the complaint, including reviewing relevant documentation and speaking with any involved parties.
Resolution: Once the investigation is complete, we will work to resolve the complaint in a fair and timely manner. This may involve offering solutions, providing refunds or discounts, or taking other appropriate actions to address the issues raised.
Communication: Throughout the process, we will keep you informed of the progress and status of your complaint. We aim to provide clear and transparent communication at all times.
Closure: Once the complaint has been resolved to your satisfaction, we will close the case and take any necessary follow-up actions to prevent similar issues from occurring in the future.
Escalation Procedure
If you are not satisfied with the outcome of your complaint or the way it has been handled, you have the right to escalate the matter. You can escalate your complaint by contacting hello@theguidemedia.com or by following any additional steps outlined in our escalation procedure.
Feedback and Improvement
We value feedback from our clients and use complaints as an opportunity to learn and improve our services. Your input helps us identify areas for enhancement and implement changes to prevent similar issues from occurring in the future.
Contact Us
If you have any questions or concerns about our Complaints Policy or wish to make a complaint, please contact us at hello@theguidemedia.com or call 0151 702 0140.