Complaints Policy
Last updated: October 2026
At Poppy Design Studio, we want our clients to be happy with both the work we produce and the service they receive.
Sometimes things can go wrong. If they do, we want you to tell us.
We take complaints seriously and aim to deal with them fairly, professionally and as quickly as reasonably possible. Complaints also help us understand where we can improve.
How to make a complaint
If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible.
You can make a complaint by email:
Or in writing to:
Poppy Design Studio & Marketing Ltd
Hazelrigg House
33 Mare Fair
Northampton
NN1 1SR
You can also telephone us on:
0800 321 3843
If you make a complaint by telephone, we may ask you to provide details in writing where this will help us investigate the matter properly.
What to include
To help us investigate your complaint, please provide as much relevant information as possible, including:
- Your name and business or organisation
• Your contact details
• The service or project your complaint relates to
• A clear explanation of what has happened
• Relevant dates, correspondence or other information
• What you would like us to consider or do to resolve the matter
You do not need to use any particular format to make a complaint.
How we handle complaints
We aim to handle complaints fairly, objectively and in confidence.
When we receive a complaint, we will:
- Acknowledge it within 5 working days
• Confirm who is responsible for reviewing it
• Review the relevant information and circumstances
• Contact you if we need further information
• Keep you reasonably informed if the investigation takes some time
• Explain the outcome and any action we propose to take
We aim to provide a full response within 28 working days.
More complicated matters may occasionally take longer. If this happens, we will let you know and provide an updated timescale.
Putting things right
Where we find that something has gone wrong, we will consider what is reasonable and appropriate in the circumstances.
Depending on the nature of the complaint, this might include:
- Explaining what happened
• Correcting an error
• Completing appropriate remedial work
• Reviewing how something was handled
• Improving one of our processes
• Discussing another reasonable resolution with you
The appropriate outcome will depend on the individual circumstances and the terms applying to the service concerned.
Time limits
We encourage you to raise a complaint as soon as reasonably possible after becoming aware of the issue.
Complaints made a significant time after an event can sometimes be more difficult to investigate because information, records or other evidence may no longer be available.
If a complaint relates to something that happened more than 12 months ago, we will consider whether it is still reasonably possible to investigate it fairly and effectively.
We may also consider whether there was a reasonable reason for the delay in bringing the matter to our attention.
If you are unhappy with our response
If you are dissatisfied with the outcome of your complaint, please tell us why.
Where reasonably possible, we will arrange for the complaint and our original response to be reviewed by a Director or another appropriate senior person who was not responsible for the original decision.
We aim to provide our final response within 28 days of receiving your request for a review.
Our response will explain our final position and the reasons for it.
Further help
If we have completed our complaints procedure and you remain dissatisfied, you may wish to seek independent advice about the options available to you.
Depending on the circumstances, sources of independent information or advice may include Citizens Advice, your legal adviser or other appropriate organisations.
Nothing in this Complaints Policy affects any legal or statutory rights you may have.
Confidentiality and personal information
We will handle complaints as confidentially as reasonably possible.
Information relating to a complaint will only be shared with people who reasonably need it to investigate, respond to or resolve the matter, or where disclosure is otherwise required or permitted by law.
Personal information will be handled in accordance with our Privacy & Cookie Policy.
Learning from complaints
We believe complaints can provide useful feedback.
Where appropriate, we will use what we learn from complaints to review our procedures, communication and services and identify improvements that may help prevent similar issues in the future.
Responsibility for this policy
Overall responsibility for this policy sits with:
Marie Baker
Managing Director
Poppy Design Studio & Marketing Ltd
Contact us
If you have any questions about this Complaints Policy, please contact:
Poppy Design Studio & Marketing Ltd
Hazelrigg House
33 Mare Fair
Northampton
NN1 1SR
Email: hello@poppydesignstudio.com
Telephone: 0800 321 3843
© Poppy Design Studio & Marketing Ltd. All rights reserved.
Marie Baker
Managing Director