Complaints Policy & Proceedure

1. Introduction

At DPOM, we are committed to providing our customers with the best possible service. However, we understand that sometimes things may not go as planned. This policy outlines the process for raising a complaint with us and what you can expect in terms of response.

2. Purpose

The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and, whenever possible, resolved to the complainant’s satisfaction.

3. Scope

This policy covers complaints about:

  • The standard and quality of our services
  • The behaviour of our employees
  • Any other matters under our direct control

4. How to Make a Complaint

Please ensure you raise an issues with your account manager (or support if on DPOM Starter) and provide sufficient time for any issues to be rectified to before raising a complaint. This is often the quickest way to resolve any issue you may have. Following this, if you are not satisfied with any aspect of our services, please bring this to our attention as soon as possible. You can make a complaint by completing the form at the bottom of this page.

5. Our Complaints Handling Process

Once we receive your complaint, we will:

  • Acknowledge receipt of the complaint within 3 business days.
  • Review the complaint and conduct an investigation. We may contact you if we need more information.
  • Respond to your complaint as soon as possible, informing you of the outcome of our investigation and any actions we have taken or will take.

6. Escalation

If you are dissatisfied with our response, you may request that the complaint be escalated to a higher level within our organisation.

7. Confidentiality and Privacy

We are committed to maintaining the confidentiality and privacy of the information you provide during the complaint process. Your personal information will be handled in accordance with our Privacy Policy.

8. Changes to This Policy

We may make changes to this Complaints Policy from time to time. Any changes will be published on this page.

9. As per your contract, the following applies:

“Clause 5.7 –  In the case of a complaint or dispute, the customer shall provide the
supplier notification of any such dispute in writing and provide a 31 day period to
the supplier to respond. During this period, the customer shall make any and all
due payments and the supplier will continue to provide services as detailed
within the proposal/contract terms. If the client cancels their direct mandate, (or
debit/credit card authorisation), removes the suppliers access to their advertising
account, the supplier will not respond to any complaint or dispute until the client
is within terms.”