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Arcscribe Digital Services Group
Complaints procedure

Tell us when we get it wrong.

We don't always get it right. If we've fallen short, here's exactly how to raise it, what happens after you do, and how long each stage takes, no small print.

Raise a complaintcontact@arcscribe.co.uk
Our procedure

Five steps, no black box

Every complaint is logged, investigated, and answered in writing.

  1. 01

    Tell us

    Use the form below, or email contact@arcscribe.co.uk with as much detail as you can: what happened, when, who you dealt with, and what outcome you're looking for.

  2. 02

    We acknowledge it

    We'll confirm we've received your complaint within 2 business days, by email, and let you know who's handling it.

  3. 03

    We investigate

    The person handling your complaint reviews the project history and correspondence, and speaks to anyone at Arcscribe involved. We may contact you for more detail.

  4. 04

    We respond

    A full written response within 10 business days of your complaint being logged, setting out what we found and, where something went wrong, how we'll put it right.

  5. 05

    You can escalate

    Not satisfied? Ask for a final review by our Managing Director, Harvey Washington, within a further 10 business days.

Raise a complaint

Three quick steps

Tell us who you are, what happened, then review before you send. We'll acknowledge within 2 business days.

First, who are we speaking with?

So we know who to come back to.

Prefer to write instead?

Complaints about how we've handled your personal data can also be raised with the Information Commissioner's Office. See our Privacy Policy for more.

Common questions

Before you write in

Who handles complaints at Arcscribe?

Complaints are logged and triaged by the team, with any unresolved or serious complaint escalated directly to Harvey Washington, Arcscribe's founder and Managing Director.

How long will it take to hear back?

We acknowledge every complaint within 2 business days and aim to give a full response within 10 business days. If your case is complex and needs longer, we'll email you before that deadline to explain why and give you a new date.

What if I'm still not happy after Arcscribe's final response?

For complaints specifically about how we've handled your personal data, you have the right to complain to the UK's Information Commissioner's Office (ICO) at ico.org.uk. For contractual or commercial disputes that remain unresolved, either party may pursue mediation or refer the matter to the courts of England and Wales, as set out in our Terms of Service.

Is there a cost to making a complaint?

No. Raising a complaint through this procedure is free, whether or not you go on to become a client.

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