Complaints Policy

    Last updated: March 2026

    Visionary Marketing is committed to providing a high standard of service. If you are unhappy with any aspect of our work, we want to hear about it so we can put things right and improve our service for the future.

    1. How to Raise a Complaint

    You can raise a complaint in any of the following ways:

    When raising a complaint, please include as much detail as possible: your name, contact details, a description of the issue, relevant dates, and the outcome you are seeking.

    2. Acknowledgement

    We will acknowledge your complaint within 2 business days of receipt. You will receive confirmation that your complaint has been logged, the name of the person handling it, and an expected timeline for resolution.

    3. Investigation

    We will investigate your complaint thoroughly and fairly. This may involve reviewing project records, speaking with team members involved, and examining relevant communications. We will keep you informed of progress throughout the investigation.

    4. Resolution

    We aim to resolve all complaints within 10 business days. If the complaint requires more time (for example, if it involves complex technical issues), we will let you know and provide a revised timeline. Our resolution may include:

    • ■ An explanation of what happened and why
    • ■ An apology where appropriate
    • ■ Corrective action to fix the issue
    • ■ Changes to prevent recurrence
    • ■ A financial remedy where warranted (credit, refund, or additional work at no charge)

    5. Escalation

    If you are not satisfied with our initial response, you can request that your complaint be escalated to the founder for a final review. Escalation requests should be made in writing within 14 days of receiving our initial response. The founder will review the complaint and provide a final decision within 10 business days.

    6. External Resolution

    If you remain dissatisfied after our internal process, you may seek external resolution through mediation or, where applicable, through the courts of England and Wales. For disputes relating to advertising, you can contact the Advertising Standards Authority (ASA) at asa.org.uk.

    7. Learning from Complaints

    We log all complaints and review them regularly to identify patterns and improve our processes. Complaints data is reported to senior leadership quarterly and used to inform training, process improvements, and quality assurance measures.