Legal · Complaints
Complaints procedure.
If something has gone wrong, we would rather hear it early and fix it. This is how a complaint is handled and how long each step takes.
Raise it with us first
Email team@advrt.co.uk with the subject line “Complaint”, or call 0800 689 3759. Tell us what happened, when, and what you would like done about it. We acknowledge every complaint within one business day.
How we handle it
The complaint goes to a director, not to the person it concerns.
- Within 1 business day. Acknowledgement, with the name of the person handling it.
- Within 5 business days. A written response setting out what we found and what we propose to do.
- If more time is needed. We will tell you why and give a date for a full response, which will not be more than 20 business days from the complaint.
If you are still unhappy
Ask for the matter to be escalated to the founder, who will review it personally. For complaints about how we have handled personal data, you may also contact the Information Commissioner's Office at ico.org.uk.
Questions about any of this?
Email team@advrt.co.uk or call 0800 689 3759. A human replies the same business day.