Introduction
We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.
Please be aware that the views expressed by other users on our website, including in any contributions, do not represent our views or values.
Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.
How you can make a complaint
You can complain by sending an email to us at [email protected], or you can send a written complaint by post to Design Week Ltd, Liverpool Science Park Ic1, 131 Mount Pleasant, Liverpool, United Kingdom L3 5TF.
How we handle complaints
A director or senior employee will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree to a different time scale with you.
In order to investigate your complaint, we may need to share your identity and the details of your complaint with the user that posted the Contribution that is the subject of your complaint.
Time limits
You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
If you are dissatisfied with the outcome
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a director or senior employee who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you choose to submit a complaint, make an enquiry, or provide feedback, we may collect the following personal information to manage and process these submissions:
- Name
- Email address
- Any other personal information you may wish to share.
For more details on how we collect and use personal data, please refer to our privacy policy.
