Think Bold Ltd takes complaints seriously. This procedure explains how to raise a concern about our services, our conduct, or any aspect of our business, and what you can expect from us in response.
Scope
This procedure covers complaints from clients, associates, subcontractors, suppliers, mailing list subscribers, members of The Bold Collective, and members of the public. Complaints about how we handle personal information are dealt with under the Privacy Notice.
How to make a complaint
Send your complaint by email to rachel@think-bold.co.uk. Include a clear description of the issue, when it happened, what outcome you are looking for, and any supporting information.
What happens next
- We acknowledge every complaint within three working days.
- We investigate and provide a substantive response within fifteen working days. If the matter is complex and needs longer, we tell you and give a revised timescale.
- Our response will explain what we found, what we will do, and what you can do if you remain dissatisfied.
Escalation
If you are not satisfied with the outcome you can request a review. The review will be conducted by the Director or, if the complaint is about the Director, by an independent associate appointed for the purpose. The review will be completed within ten working days of your request and the outcome is final at the level of Think Bold Ltd.
External routes
If your complaint relates to data protection, you can complain to the Information Commissioner’s Office. If your complaint relates to a professional standards matter, you can raise it with the relevant professional body. We will signpost you to the appropriate route if needed.
Record keeping
We keep a record of all complaints and outcomes for two years and use them to improve our services.