Complaints Process
Last updated: 6 July 2026 · Effective date: 6 July 2026
We take complaints seriously. If you're unhappy with any aspect of our service, this page explains how to raise a complaint and what happens next.
1. How to Make a Complaint
Email dakota.vale@webdonenow.com with "Complaint" in the subject line. Please include:
- Your name and business name
- The service you purchased (Starter, Standard, Pro, SEO, or maintenance)
- A clear description of the issue
- Any relevant dates, email references, or transaction IDs
- What outcome you'd like
Alternatively, you can write to us at: WebDoneNow, c/o John Kemp, Warrington, United Kingdom.
2. Our Response Timeline
| Stage | Timeline | What happens |
|---|---|---|
| Acknowledgement | Within 2 business days | We confirm we've received your complaint and assign a reference number |
| Investigation | Within 10 business days | We review the details, speak to anyone involved, and assess the issue |
| Resolution | Within 15 business days | We provide a written response with our findings and proposed resolution |
| Escalation (if needed) | Within 20 business days | If you're not satisfied, John Kemp reviews the complaint personally |
3. What We May Offer
Depending on the nature of the complaint, possible resolutions include:
- Additional revisions or fixes at no cost
- Partial or full refund (see our Refund Policy)
- Credit toward future services
- A formal apology and corrective action plan
4. If You're Still Not Satisfied
If we cannot resolve your complaint internally, you have the right to:
- UK clients: Contact the Information Commissioner's Office (ICO) at ico.org.uk for data protection complaints
- UK clients: Contact Trading Standards via Citizens Advice consumer service at 0808 223 1133
- US clients: File a complaint with the FTC at reportfraud.ftc.gov for CAN-SPAM or consumer protection issues
- All clients: Pursue a chargeback through your card issuer (though we ask you contact us first — see our Refund Policy)
5. What We Track
We log all complaints and their outcomes. We review complaint patterns quarterly to improve our services. Complaint data is retained for 2 years after resolution.
6. Contact
- Complaints: dakota.vale@webdonenow.com
- Escalation: john.kemp@webdonenow.com
This Complaints Process is provided as a starting point and should be reviewed by a legal professional before relying on it for regulatory compliance.