✦ LEGAL
Complaints Procedure
Last updated: October 2026
1. Our promise
We want every client and every person who deals with us to feel looked after. If something has not met that standard, we want to hear about it, so we can put it right and do better next time. Raising a concern will never affect how we treat you.
This procedure covers complaints about our work, our service and how we have handled your personal data.
2. Talk to us first
Most concerns can be sorted quickly in conversation. If you are working with us on a project, mention it to Lester or Naomi directly and we will try to resolve it there and then. If that does not work, or you would rather put it in writing, make a formal complaint.
3. How to make a formal complaint
Email us with “Complaint” in the subject line, or write to us. Please include:
• your name and the best way to contact you
• your business name and the project, if it relates to one
• what happened, and when
• what you would like us to do to put it right
• Post: The Net Studios Ltd, 16 Commerce Square, Nottingham NG1 1HS
4. What happens next
• We acknowledge your complaint within 3 working days.
• One of our founders looks into it personally. We may contact you to understand it fully.
• We send you a full written response within 14 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect it.
5. If you are not satisfied
If you are unhappy with our response, reply and ask for a review. The founder who was not involved in the first response will look at your complaint again and reply within 10 working days. This is our final response.
6. Complaints about your personal data
If your complaint is about how we have used or looked after your personal data, we follow the same steps and timescales above. If you are still not satisfied, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
7. Learning from complaints
We keep a record of every complaint and what we did about it, and we review them to improve how we work. Any personal data in that record is handled in line with our Privacy Policy.
✦ LEGAL
Complaints Procedure
Last updated: October 2026
1. Our promise
We want every client and every person who deals with us to feel looked after. If something has not met that standard, we want to hear about it, so we can put it right and do better next time. Raising a concern will never affect how we treat you.
This procedure covers complaints about our work, our service and how we have handled your personal data.
2. Talk to us first
Most concerns can be sorted quickly in conversation. If you are working with us on a project, mention it to Lester or Naomi directly and we will try to resolve it there and then. If that does not work, or you would rather put it in writing, make a formal complaint.
3. How to make a formal complaint
Email us with “Complaint” in the subject line, or write to us. Please include:
• your name and the best way to contact you
• your business name and the project, if it relates to one
• what happened, and when
• what you would like us to do to put it right
• Post: The Net Studios Ltd, 16 Commerce Square, Nottingham NG1 1HS
4. What happens next
• We acknowledge your complaint within 3 working days.
• One of our founders looks into it personally. We may contact you to understand it fully.
• We send you a full written response within 14 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect it.
5. If you are not satisfied
If you are unhappy with our response, reply and ask for a review. The founder who was not involved in the first response will look at your complaint again and reply within 10 working days. This is our final response.
6. Complaints about your personal data
If your complaint is about how we have used or looked after your personal data, we follow the same steps and timescales above. If you are still not satisfied, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
7. Learning from complaints
We keep a record of every complaint and what we did about it, and we review them to improve how we work. Any personal data in that record is handled in line with our Privacy Policy.
✦ LEGAL
Complaints Procedure
Last updated: October 2026
1. Our promise
We want every client and every person who deals with us to feel looked after. If something has not met that standard, we want to hear about it, so we can put it right and do better next time. Raising a concern will never affect how we treat you.
This procedure covers complaints about our work, our service and how we have handled your personal data.
2. Talk to us first
Most concerns can be sorted quickly in conversation. If you are working with us on a project, mention it to Lester or Naomi directly and we will try to resolve it there and then. If that does not work, or you would rather put it in writing, make a formal complaint.
3. How to make a formal complaint
Email us with “Complaint” in the subject line, or write to us. Please include:
• your name and the best way to contact you
• your business name and the project, if it relates to one
• what happened, and when
• what you would like us to do to put it right
• Post: The Net Studios Ltd, 16 Commerce Square, Nottingham NG1 1HS
4. What happens next
• We acknowledge your complaint within 3 working days.
• One of our founders looks into it personally. We may contact you to understand it fully.
• We send you a full written response within 14 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect it.
5. If you are not satisfied
If you are unhappy with our response, reply and ask for a review. The founder who was not involved in the first response will look at your complaint again and reply within 10 working days. This is our final response.
6. Complaints about your personal data
If your complaint is about how we have used or looked after your personal data, we follow the same steps and timescales above. If you are still not satisfied, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
7. Learning from complaints
We keep a record of every complaint and what we did about it, and we review them to improve how we work. Any personal data in that record is handled in line with our Privacy Policy.