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Complaints

Informal procedure

Anyone who experiences a problem with any services provided by Wonder Media Ltd should raise the matter directly using our online contact form, giving sufficient information to locate the material (such as a url), and clearly outlining the grounds for complaint.

Wonder Media Ltd will approach the individual responsible for the material in question with a view to resolving the matter to the satisfaction of the complainant.

Formal complaints procedure

The formal complaints procedure should only be used where the complainant feels that the nature of the complaint is too serious to be dealt with informally, or where a satisfactory conclusion has not been reached after following the informal procedure.

A formal complaint should be made in writing to Wonder Media Ltd, who will acknowledge receipt and ensure that the matter is looked into as soon as possible.

An initial response to any complaint can be expected within seven days of its receipt; a full and considered response to the complaint should be completed within 30 days and any subsequent remedy implemented with the minimum of delay.