Make a complaint

1. Our approach

We want concerns to be easy to raise and handled fairly. This procedure covers service, billing, data-protection and accessibility complaints.

We will:

• Treat a complaint seriously and respectfully
• Make the process free and accessible
• Keep an appropriate record
• Investigate proportionately
• Explain the outcome in plain language
• Correct mistakes where appropriate
• Use feedback to improve the service
• Avoid treating someone unfairly because they complained

Raising a complaint does not remove any legal, card-dispute or regulatory right.

2. How to complain

You can complain:

• Through the complaint form on this page
• By email to joe@laveryleads.co.uk
• By telephone on +44 7375 033886

If you need an alternative format or communication adjustment, tell us and we will consider a reasonable way to help.

3. What to include

Please provide:

• Your name and preferred contact method
• Business name, if relevant
• Order, invoice or project reference
• A clear summary of what happened
• Relevant dates and messages
• The outcome you are seeking
• Whether the complaint concerns service, billing, privacy or accessibility

Do not send passwords or full payment-card details.

We may request proportionate proof of identity or authority where needed to protect personal or confidential information.

4. Service, project and billing complaints

We aim to:

1. Acknowledge the complaint within two working days
2. Confirm the issues we are investigating
3. Provide a substantive response within ten working days

If the matter is complex or depends on a third party, we may need longer. We will explain why, keep you updated and give a revised target date.

Our investigation may review:

• The accepted Order Form and policy version
• Scope, invoices and payment records
• Project messages, files and revision requests
• Approval, launch and handover records
• Platform or technical logs
• Cancellation and refund history

Possible outcomes include:

• An explanation
• An apology
• Correction or completion of in-scope work
• A revised timetable
• Account or billing correction
• A refund or credit under the applicable policy
• No further action, with reasons

5. Review of a service complaint

If you disagree with a service-complaint outcome, request a review within ten working days and explain what you believe was missed or decided incorrectly.

Where practical, the review will reconsider the evidence separately from the initial decision. As Lavery Leads may be operated by one person, a fully independent internal reviewer may not be available. In that case, we will re-check the record and may suggest independent mediation by agreement where proportionate.

We aim to provide a review outcome within ten working days or explain a revised date.

6. Data-protection complaints

A data-protection complaint is a concern that we have not handled your personal information properly or have not complied with data-protection law.

Clearly label it “data protection complaint”. You can use the same form, email or telephone routes above.

For a data-protection complaint, we will:

• Facilitate a clear way to complain
• Acknowledge receipt within 30 days
• Take appropriate steps to investigate without undue delay
• Make appropriate enquiries
• Keep you informed while it remains open
• Tell you the outcome without undue delay

We aim to acknowledge much sooner than the legal maximum, normally within five working days.

You may complain to the Information Commissioner’s Office at any time. It normally recommends giving the organisation a chance to resolve the concern first.

7. Accessibility concerns

Tell us:

• The page or service affected
• The barrier encountered
• The browser, device or assistive technology used, where you are comfortable providing it
• The alternative format or adjustment that would help

We aim to acknowledge an accessibility concern within two working days and provide content in a reasonable alternative format or explain the proposed solution within ten working days.

An accessibility concern that also alleges disability discrimination will be handled carefully under this process without limiting the person’s legal rights.

8. Payment disputes and chargebacks

If a payment is unrecognised or disputed, contact us promptly so we can review the order, acceptance, work, cancellation and billing record.

We ask that you give us a reasonable opportunity to correct an error before approaching a bank. You remain free to contact your bank or card issuer.

If a chargeback is opened, we may provide the payment provider or card issuer with relevant evidence, such as the accepted terms, invoice, communications, work supplied, approval and cancellation record. Personal information will be limited to what is reasonably necessary for the dispute.

9. Complaint records and confidentiality

We restrict complaint information to people and providers who need it to investigate, obtain advice, comply with law or resolve the matter.

Complaint records are normally retained for six years after closure, unless a shorter period is appropriate or a longer legal hold is required.

10. Contact