Complaints Procedure

1. Introduction
At Jorvik Web Dev, we strive to provide high-quality web design services and excellent customer support. However, we understand that there may be occasions when clients feel dissatisfied. This complaints procedure outlines how we handle and resolve complaints in a fair and efficient manner.


2. How to Make a Complaint
‍If you have a complaint about our services, please follow the steps below to help us resolve your issue as quickly as possible:
Step 1: Contact Us
Please email hannah@jorvikweb.dev with details of your complaint. Include your name, contact details, project reference (if applicable), and a clear description of the issue.
Step 2: Acknowledgment
We will acknowledge your complaint within two business days and provide you with a reference number for tracking purposes.
Step 3: Investigation
Your complaint will be reviewed by a senior member of our team. We may contact you for further details or clarification during this process. Our goal is to provide a full response within ten business days.
Step 4: Resolution
We will respond to your complaint with an explanation, proposed solution, or any necessary corrective action. If further time is required, we will inform you of the expected timeframe.


3. Escalation Process
If you are not satisfied with our initial response, you may request a further review. Your complaint will be escalated to a senior manager who will re-evaluate the issue and provide a final decision within ten business days.


4. Alternative Resolution
If you are still unhappy with the outcome, you may seek independent mediation or legal advice. We are committed to working with clients to find a fair resolution.


‍5. Continuous Improvement
We take complaints seriously and use them as an opportunity to improve our services. All complaints and resolutions are recorded for review and quality assurance purposes.If you have any questions about this procedure, please contact us at [general contact details].