Complaints Policy

In the unlikely event that any client or customer needs to make a complaint, I have a strict process with the steps defined below.
If you’re on this page because you feel you need to make a complaint, then even at this point, I’d like to offer my apologies and further reassurance that I always intend to deliver real value to my clients and customers and upon becoming aware of any complaint, I will no doubt feel that I might have failed you in some way.

1. First step: I would encourage you to call me on my personal mobile first on 07572 004 136. If I do not answer, I may be on a call or visiting another client. If you wish, you could request a call using the Book A Discovery Call page, I appreciate it’s not a discovery call, but you’ll schedule a full 30 minutes with me and you’ll have my full attention.
   In my experience, the reason for many complaints is simple misunderstandings, I may have set the wrong expectations. But hopefully, we’ll both end the call satisfied that we have solved the issue.
2. If you are not satisfied with the outcome of the call OR if you wish to skip step 1 because you wish to avoid potential confrontation, then let me reassure you that I’ll listen, I’m very empathetic and I genuinely want to deliver a good service and help business owners. But I understand if you’d like to skip this step.
   Either way, the next step would be to email me at [email protected]. Specifically, I need to know two things, feel free to add anything else of course:
   1. What your complaint is;
   2. What an ideal outcome would look like for you?
3. I’ll investigate all your points and respond as soon as I can. I may need to go over recorded business coaching sessions and read CRM notes, I may request access to your latest completed accounts or Google Analytics account depending on the nature of your complaint. In some cases, I may need 30 days to provide a full and well-investigated response. I am very thorough, analytical, and like my ducks in a row and I won’t agree to anything straight away. In my many years in business, I have both myself and observed managers agreeing to refunds and free stuff for complaints made, only to later find out we had no fault at all.
4. If you’re not satisfied with my endeavor to provide value and recover where we may have failed at this point. You’ll be able to appeal, simply by responding to the email. I may have missed something which you can draw my attention to.
5. If you’re still not satisfied after appealing, I will always agree to use external mediation companies and my view on litigation is that it should be avoided at all costs.

Ultimately, I like people and I love helping them. Even if I feel I have managed your expectations well and you haven’t got what you expected from me, well-investigated’m likely to do my best to maintain a great and productive relationship.