Complaints
Our service is built on ensuring all our clients are pleased with our work. In the rare event of client dissatisfaction, we offer a clear and professional complaints procedure, aimed at delivering a positive outcome.
Your satisfaction is our priority
In accordance with our commitment to excellence, we go above and beyond to adhere to the highest standards of editing and quality control.
However, we recognise that problems can occur from time to time, which is why we offer a clear and easy-to-follow complaints procedure. If you’re not satisfied with the services you’ve received, we will address your issue fairly, quickly and professionally.
Please note that if you’ve identified errors in your edited document, there is no need to make a complaint. Our Quality Guarantee means that you can simply contact us, point out the errors, and we will correct them for you immediately and free of charge.
Complaints procedure
Please follow the process below to lodge a complaint.
- Ensure you’ve carefully reviewed our terms and conditions.
- Complete the complaints form on this page.
- Our Head Editor, Operations Manager or Quality Assurance Manager, along with senior editing staff, will review your complaint along with your original and edited documents to reach a decision on your case.
- You’ll be informed of the outcome of the review within two business days.
- We’ll take immediate action to resolve the issue. This may include the correction of identified errors, a partial or full re-edit of your document, or no action, depending on the outcome of your case.
- We take all complaints very seriously. We will devise and implement a strategy to ensure similar issues do not arise in the future.
Submit a complaint
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