Complaints Policy
Last updated: 18/02/2025
1. Introduction
ServiceProSEO (“we”, “us”, or “our”) is committed to providing high-quality SEO and digital marketing services. We value client satisfaction and take complaints seriously. This Complaints Policy outlines the process for raising and resolving concerns regarding our services.
2. Scope of This Policy
This policy applies to complaints related to:
Predefined SEO packages
Custom SEO services
Service delivery and communication
Billing and contractual matters
Technical issues relating to service implementation
3. How to Make a Complaint
If you are dissatisfied with any aspect of our services, you may submit a complaint by:
Email: hello@serviceproseo.co.uk
Phone: 01425 517001
Postal Address: 21 Pinewood Rd, Hordle, Lymington SO41 0GN
Please provide the following information:
Your full name and contact details
A clear description of the issue
Relevant details, including service package and dates
Any supporting evidence, such as email correspondence or invoices
4. Complaints Handling Process
Upon receipt of your complaint, we will:
Acknowledge receipt within 2 working days.
Investigate the issue, gathering relevant information.
Provide a response within 10 working days, outlining any resolutions or next steps.
If further investigation is required, we will inform you of the expected timeline.
5. Resolution and Escalation
If you are satisfied with the proposed resolution, we will implement any agreed actions.
If you remain dissatisfied, you may escalate your complaint to senior management by requesting further review via email.
We will make every reasonable effort to resolve complaints amicably and fairly.
6. External Dispute Resolution
If a complaint remains unresolved, you may seek external resolution through:
The Chartered Trading Standards Institute (CTSI) for consumer protection guidance.
Alternative Dispute Resolution (ADR) Services where applicable.
Legal advice, should the matter require further action.
7. Continuous Improvement
We review complaints periodically to improve our services and address any recurring issues. Feedback is used to refine our processes and enhance client satisfaction.
8. Changes to This Policy
We may update this Complaints Policy to reflect operational or regulatory changes. Clients will be notified of any significant updates.
9. Contact Us
For further assistance regarding complaints, please contact us:
ServiceProSEO
Email: hello@serviceproseo.co.uk
Phone: 01425 517001
Website: https://serviceproseo.co.uk
Address: 21 Pinewood Rd, Hordle, Lymington SO41 0GN
