Complaints procedure

Email hello@popit.media with the word "complaint" in the subject, or tell us in the chat or in PoPIt Pad. You can complain about anything: our work, a reply from our chat, an invoice, our website or how we have used your information.

Tell us what went wrong, what you would like us to do about it, and how best to reach you. Copies of emails or screenshots help, if you have them.

If you need us to handle your complaint in a different way, for example by phone or in large print, tell us and we will.

We confirm that we have your complaint within 2 working days, and tell you who is dealing with it.

We look into it properly, which usually means reading back through the emails, the chat and the work itself, and we may ask you a few questions.

We send you a full reply within 10 working days. It says what we found, whether we think we got it wrong, and what we will do to put it right. If we need longer, we tell you why and when you will hear from us.

A complaint about how we have used your personal information is also answered within these times, and in any case acknowledged within 30 days, as the law requires.

Reply to our answer and tell us why. We look at the whole complaint again from the start, and reply within a further 10 working days with our final answer.

We would always rather settle things by talking, and we will consider mediation, where an independent mediator helps both sides reach an agreement. The Civil Mediation Council lists accredited mediators.

If you are a consumer, Citizens Advice can explain your rights, on 0808 223 1133 or at citizensadvice.org.uk. We are not required to use an alternative dispute resolution scheme. If we cannot settle a complaint from a consumer, we will give you the name of a certified alternative dispute resolution provider and tell you whether we agree to use it.

Claims of up to £10,000 in England and Wales can be decided through the small claims track of the county court, which you can start online.

If your complaint is about your personal information and our answer does not settle it, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

Every complaint is read by the people who run the business, and we change how we work when a complaint shows we should. We keep complaint records with your other records, as our privacy policy describes.