Complaints Policy

We take complaints seriously and aim to handle them fairly, consistently and without unnecessary delay. We will consider the information available, explain our understanding of the issue and identify an appropriate response.

Where possible, we will first seek a practical resolution through direct communication. Making a complaint will not remove any consumer or contractual rights you may have.

This policy applies to concerns about our own services and dealings with clients. It does not replace any separate procedure that may apply to a third-party provider or platform.

You may make a complaint about any aspect of our video editing service, including:

• Whether the editing work appears consistent with the agreed project brief and confirmed scope.
• Missed or unclear communication about the project, quotation or delivery arrangements.
• Delays against an agreed delivery timeframe.
• Problems with receiving, accessing or opening the final agreed digital file.
• How an included amendment request has been handled.
• Concerns about an invoice, agreed price or the handling of a cancellation or refund request.
• The conduct, clarity or professionalism of our communications.

Our standard editing service generally covers trimming and sequencing supplied footage, improving flow, balancing audio levels, basic colour correction and the agreed final digital deliverable. The review will take account of the actual package and scope confirmed for your project.

Some requests, such as new creative directions, extra versions, additional footage or work outside the agreed package, may constitute additional work rather than a service failure. We will consider the circumstances and explain the distinction where relevant.

Please email us with the subject line “Complaint – Video Editing Service”. You can also contact us by telephone if you need help explaining your concern.

To help us investigate efficiently, please include, where available:

• Your name and the email address used for the project enquiry.
• A brief description of the project or agreed service.
• The issue you would like us to review and when it occurred.
• Relevant correspondence, the agreed brief, delivery details or screenshots.
• The outcome you are seeking, if you have a particular resolution in mind.

You do not need to use a special form or legal terminology. If you cannot provide all of this information, contact us with what you have and we will let you know if anything else is needed.

We will aim to assess the complaint impartially and use the information reasonably available. Where the concern involves technical limitations in the original footage, we may consider the source material and whether the expected result was included in the agreed scope.

If we need further details or additional time to investigate, we will explain what is outstanding and, where practicable, when you can expect a further update.

We aim to acknowledge complaints within 3 working days of receipt and provide a substantive response within 10 working days where the matter can reasonably be investigated within that period.

Working days are Monday to Friday, excluding public holidays in England and Wales. These are service targets rather than a restriction on any statutory deadline or legal right.

If the complaint is complex, requires technical review or depends on information from another party, we will explain the reason for the delay and provide an updated estimate. We will keep communication proportionate to the issue and avoid requesting information that is not reasonably necessary.

The appropriate response will depend on the facts, the agreed project arrangements and applicable law. Where justified, possible outcomes may include:

• An explanation or clarification of the agreed scope or delivery arrangements.
• Correction of a confirmed delivery or file-access issue.
• Completion of an outstanding element that was included in the original agreement.
• Discussion of an appropriate in-scope amendment, where applicable.
• A revised quotation for work that falls outside the original scope, if you wish to proceed.
• Consideration of a price adjustment, cancellation or refund where appropriate under the contract and applicable law.
• An explanation where the available evidence does not support the complaint or where the requested work was not part of the agreed service.

We will explain the basis of our decision. We will not treat a request for additional work as automatically chargeable without first explaining the proposed scope and obtaining your agreement to any new charge.

If you are unhappy with our response, please reply to the complaint correspondence and explain which part of the outcome you would like us to reconsider. Where possible, a person who has not been directly involved in the original decision will review the matter. If that is not reasonably possible in our business, we will explain the review we can offer.

We will consider any additional relevant information and respond with our final position, or explain if further information is needed before we can do so.

If the matter remains unresolved, you may wish to seek independent advice about your options. Depending on your circumstances, this may include Citizens Advice or another relevant consumer advice service. You may also have rights to bring a claim through the appropriate courts or use another applicable dispute resolution route.

We do not claim to be a member of an alternative dispute resolution scheme unless that membership has been expressly confirmed. Nothing in this policy requires you to give up any legal rights.

A complaint and a cancellation or refund request may overlap, but they are not always the same thing. If you want to cancel a service or request a refund, please state this clearly in your message so we can consider both issues where relevant.

Refund and cancellation requests will be assessed under the applicable contract terms and legal requirements, including any statutory cancellation rights that apply to a consumer contract. We will not use this complaints procedure to remove or restrict those rights.

For further details, please read our Cancellation & Refund Policy and Terms & Conditions.

We will use complaint information to investigate the issue, communicate with you, maintain appropriate service records and meet relevant legal obligations. Access will be limited to those who reasonably need the information for these purposes, subject to any lawful disclosure requirements.

We retain complaint correspondence and related records only for as long as reasonably necessary for handling the complaint, managing related disputes and meeting applicable legal or accounting requirements. Our normal retention target for complaint records is up to 3 years after closure, unless a longer period is reasonably necessary or legally required.

For more information about personal data, retention and your rights, please see our Privacy Policy.

Please use the contact details below to raise a complaint or ask about this policy.