Complaints Policy
We take pride in our work and aim to deliver a professional, reliable service on every project. However, we recognise that things do not always go to plan. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
How to complain
Please send your complaint in writing to:
- Email: hello@cramatic.com
- Post: Cramatic Limited, Unit 10, Maz Business Park, Manchester, OL8 2JP, UK
You can also call us on 0161 938 3686 to discuss your concern, but we recommend following up in writing so we have a clear record.
What to include
To help us investigate and respond as quickly as possible, please include:
- Your full name and contact details
- The project or service your complaint relates to
- A clear description of the issue
- Any relevant dates, reference numbers or documentation
- What resolution you are seeking
Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgement will confirm who is handling your complaint and the next steps.
Investigation
We will review the details of your complaint, speak with any relevant team members or contractors, and examine any documentation related to the project. We may contact you during this process if we need further information or clarification.
Response
We aim to provide a full written response within 14 working days where possible. If your complaint is more complex and requires additional time, we will let you know and keep you updated on progress. Our response will outline our findings and any proposed resolution.
Escalation
If you are not satisfied with our response, you may request that your complaint be escalated to a director of Cramatic Limited. Please put your reasons for escalation in writing. We will review your complaint again at a senior level and provide a final response within a further 14 working days.
Project-specific complaints
If your complaint relates to a specific project covered by a written proposal, contract or service agreement, the terms of that agreement may set out additional or alternative procedures for resolving disputes. In those cases, the relevant contractual terms will apply alongside this policy.
Payment disputes
If your complaint relates to an invoice or payment, please include the invoice number and any relevant correspondence. We will review the matter and respond in line with the timescales above. Raising a complaint does not automatically suspend any outstanding payment obligations unless we agree otherwise in writing.
Conduct expectations
We are committed to handling all complaints fairly and professionally. We ask that you treat our team with the same respect. We will not tolerate abusive, threatening or discriminatory behaviour towards any member of our team. Equally, you can expect courteous, respectful communication from us at every stage of the process.
This page provides general information about how we work. Specific project terms may also be confirmed in a written proposal, invoice, contract or service agreement.