Complaints

If something I’ve done — or failed to do — has caused you a problem, I want to hear about it and fix it. Here’s how that works.

How to complain

Email hi@jaycosten.co.uk with:

• The work or service in question
• What went wrong (briefly is fine)
• What you’d like me to do about it

Or write to the postal address on the contact page.

What I’ll do

1. Within 5 working days— acknowledge your email, confirm what I understand the complaint to be, and tell you what I’m going to do to investigate.
2. Within 14 working days— give you a substantive response. If the complaint is straightforward I’ll have already fixed it. If it’s more involved, I’ll tell you where I am and what’s left to resolve.
3. Within 28 days— close out the complaint. If I’m at fault I’ll apologise, fix it, and where appropriate refund or credit. If I disagree, I’ll explain why and tell you what your options are.

If you’re not happy with my response

For UK consumers, the Consumer Rights Act 2015 gives you the right to escalate to:

• Citizens Advice consumer service — free guidance on what your legal rights are
• The small claims court (claims under £10,000 in England & Wales), if mediation hasn’t worked

I’d rather we sort it directly first, but I’m not going to hide these options from you — they’re your right.

What I’ll never do

• Use a generic helpdesk to fob you off — you’ll always be replying to me, not a chatbot or a ticket queue.
• Require you to use specific arbitration services with non-refundable fees.
• Treat a complaint as a reason to be less responsive on the rest of our work together.

Logged for the record

I keep a private log of every complaint I receive, what was wrong, what I did about it, and how long it took. The purpose is so I can spot patterns and stop them. I don’t publish the log.