Customer Service Complaints
At Marketing Sweet, we are committed to delivering high quality services and maintaining strong relationships with our clients. While we strive to provide excellent service at all times, we recognise that there may be occasions where your experience does not meet expectations.
If you wish to raise a complaint about your experience with Marketing Sweet or any of our services, please review the options below to determine the most appropriate pathway.
How can I submit a complaint?
Our commitment is to review all complaints fairly and work toward a reasonable outcome. We appreciate clients taking the time to raise concerns and are dedicated to addressing complaints in a timely, transparent and professional manner.
While we recognise that complaints can involve strong views or heightened emotions, we will not tolerate attempts to defame or spread mistruths about our company, our team, or the services we provide. Any publication of content that is false, misleading or defamatory will result in the issue being referred to our legal representatives for appropriate action.
Frequently Asked Questions
To help us assess your complaint appropriately, please provide clear and relevant information about the issue.
This may include dates of conversations, copies of emails or documents, screenshots, project references, or the names of any staff members you have communicated with. Please explain what occurred and how the situation has affected your experience, and let us know what outcome or resolution you are seeking. Providing clear details will assist our team in understanding the matter and finding a fair and reasonable resolution.
If you submit feedback, it will be referred to the relevant department within Marketing Sweet for review, and a response will be provided where appropriate.
If you submit a complaint, our aim is to address the matter as promptly as possible. Where the issue cannot be resolved immediately, we will outline the next steps, including what actions will be taken, the expected timeframe, and the team responsible for reviewing your complaint.
In circumstances where the matter requires further review or support, our Team may also decide to escalate your complaint to our Legal team.
The time required to review and respond will depend on the complexity of the matter and the information provided, however we aim to acknowledge receipt of your complaint as soon as possible.
Where additional investigation is required, we may need to consult with relevant team members or review project records before providing a response. If this occurs, we will keep you informed of the expected timeframe and any next steps required as part of the review process.
We appreciate the opportunity to review and resolve concerns directly with our clients wherever possible, however if you are unhappy with the progress or outcome of your complaint, or believe the matter should be treated as urgent, please ensure you have first followed the complaint process outlined above so that our team has had the opportunity to address the matter.
If further escalation is required, we will outline our internal escalation and prioritisation process and advise what the next steps involve, including the expected timeframe for review and which team will be responsible for assessing the matter.
If, after completing our internal review process, you remain dissatisfied with the outcome, you may choose to seek independent advice from an external body.