Last updated: May 2025

Customer Complaints Policy

1. Overview

We welcome all feedback from our customers and, although we hope that our customers won’t have cause for complaint, we do understand that at times you may wish to contact us to discuss concerns that you may have about our editorial and design work.

This policy sets out how you can contact us to make a complaint and how we will deal with any complaint you make.

2. Who we are and how you can contact us

2.1 The Grata Agency is operated by Rochelle Stanley and you can see details of how to contact us below:

Person responsible for handling complaints: Rochelle Stanley

Address: 3 Orchard Place, London, SW1H 0BF

Email address: customers@thegrataagency.com

Phone number: +44 (0)20 4505 0418

Or contact us on this page.

3. When to contact us

4.1 A complaint can cover any element of the editorial or design work that we provide and can also relate to:

·      things that our staff have or haven’t done;

·      the level of service provided by us or any of our staff;

·      the quality of the editorial or design work that we have provided;

·      the timing of delivery of the editorial or design work that we have provided.

4.2 You may want to contact us for other reasons such as to arrange a return of a product or ask for more information about the editorial or design work that we provide and you can do so by contacting us using the details in Section 2.

4. What information to provide in relation to a complaint

Please provide as much information as possible when making a complaint and in particular:

4.1  Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint;

4.2  Details of the the editorial or design work that you are complaining about with details of specific information that you need to identify the product or service, such as an order number and/or the date you originally contacted us.

4.3 If your complaint relates to a particular member of our staff, please provide the name or other information to help us identify them;

4.4  Any documentation that relates to your complaint such as invoices, receipts, contracts;

4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved.

5. How we will handle your complaint

5.1 The process that we follow in handling complaints is set out below:

Person responsible // Action // Timescale

Rochelle Stanley // Acknowledge receipt of complaint: 2 working days

  Internal investigation: 5 working days

Contact customer for further information if required: During the internal investigation or within 3 working days afterwards

  Contact customer to discuss outcome of the investigation, the proposed resolution and confirm in writing: Within 5 working days of the completion of the investigation.

Customer // Contact us if you do not agree with the resolution to escalate/appeal: Within 5 working days of the written confirmation of the outcome of the investigation above.

Rochelle Stanley // Review complaint and contact customer to discuss further: Within 3 working days of escalation of a customer complaint.

Confirm outcome of the review and decision in relation to the complaint/actions to be taken in writing: Within 5 working days of contacting customer.

5.2 Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.

6. External complaints procedure

6.1 As we are regulated by Trading Standards you have the right to refer any complaint to them if you are not satisfied with the outcome of our internal complaints procedure outlined at 5 above.  

7. Confidentiality and data protection.

7.1 We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process outlined at 5 above and our external complaints organisation outlined at 6 above.

7.2 If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.

7.3 Any personal data that we collect during handling your complaint will held in accordance with the relevant data protection legislation and our privacy policy, which can be found here. 

8. Policy Updates

This policy was adopted on 30 January 2025.  Our Managing Director has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.