Complaints Policy

At DART Freelance Writing Services Limited, we are committed to providing high-quality services to our clients. We understand that, occasionally, concerns or issues may arise, and we take all complaints seriously. Our complaints policy is designed to ensure that complaints are addressed promptly, fairly, and effectively.

Informal Stage:

Informal Resolution: We encourage clients to first attempt to resolve any concerns or issues informally by discussing them directly with their designated point of contact. This informal approach allows for open communication and swift resolution of minor issues.

We value open and transparent communication with our clients. We encourage clients to express their concerns openly and honestly, and we commit to listening actively and empathetically to their feedback.

During the informal stage, DART Freelance Writing Services Limited will work collaboratively with the client to identify potential solutions and address their concerns in a timely manner. We strive to resolve complaints informally whenever possible to ensure client satisfaction and maintain positive relationships.

Formal Stage:

If a complaint cannot be resolved informally or if the client is not satisfied with the outcome of informal resolution attempts, they may escalate their complaint to the formal stage by submitting a written complaint to Charlotte Darter via charlotte@dartfreelancewriting.co.uk. The written complaint must include details of the issue, any relevant documentation, and the desired resolution. You must raise your complaint at the informal stage first.

Upon receipt of a formal complaint, Charlotte Darter will acknowledge the complaint promptly and confirm receipt. The Charlotte Darter will review the complaint thoroughly and objectively to ensure a fair and impartial investigation.

Charlotte Darter will conduct a thorough investigation into the complaint, gathering relevant information and consulting with relevant parties as necessary. Charlotte Darter will keep the client informed of the progress of the investigation and provide regular updates on the status of their complaint.

Following the investigation, Charlotte Darter will propose a resolution to the client based on the findings of the investigation and any relevant policies or procedures. The proposed resolution will be communicated to the client in writing, along with any recommendations for preventing similar issues in the future.

If the client is not satisfied with the proposed resolution, they may request an appeal by submitting additional information or evidence to support their case. The appeal will be reviewed within 28 working days by Charlotte Darter, and a final decision will be communicated to the client in writing.

Once a resolution has been reached and the client is satisfied with the outcome, the complaint will be considered closed. DART Freelance Writing Services Limited will take any necessary corrective actions to implement the agreed-upon resolution and prevent similar issues from occurring in the future.

We are committed to continually improving our complaints handling process to ensure that all complaints are addressed promptly, fairly, and effectively. If you have any questions or concerns about our complaints policy, please do not hesitate to contact us by writing to us at 86-90, Paul Street, London, EC2A 4NE or by emailing charlotte@dartfreelancewriting.co.uk