/00/Legal
Draft for solicitor review
Complaints.
If something goes wrong, we want to hear about it and put it right. This policy applies to clients, suppliers, job applicants and anyone else dealing with Playbook.
/01/Complaints policy
PLAYBOOK LTD
01 How to complain
- Email hello@byplaybook.com with “Complaint” in the subject line, or
- Write to PLAYBOOK LTD, 11–12 Old Bond Street, Mayfair, London W1S 4PN.
Please tell us who you are, what happened, when, and what you would like us to do. Include any documents that help.
02 What happens next
| Step | What we do | When |
|---|---|---|
| 1. Acknowledge | Confirm we have your complaint and who is handling it | Within 2 working days |
| 2. Investigate | Review the facts, talk to the people involved, check records | Within 10 working days |
| 3. Respond | Give a written answer: what we found, what we will do, and why | Within 10 working days, or a progress update and a new date if we need longer |
| 4. Escalate | If you are not satisfied, Simon Mutalib, Creative Director, reviews it personally | Within 10 working days of your request |
03 If you are still not satisfied
- For business disputes, we may suggest mediation before any formal step.
- For complaints about how we handle personal data, you can contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
- For complaints about our advertising, you can contact the Advertising Standards Authority at asa.org.uk.
04 How we learn from complaints
We log every complaint, its outcome and the time taken. Leadership reviews the log every quarter and changes how we work where needed. Complaint records are kept for 2 years after closing, in line with the Data Retention Policy.
05 Governing law
This policy is governed by the law of England and Wales.
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