Complaints Policy

We want every client to be happy with our service. If something has gone wrong, please tell us, most issues are sorted quickly and informally.

How to complain

Please email complaints@hendersonweb.co.uk with:
• your name and business name (if applicable);
• the website or project this relates to; and
• a clear description of the problem and what you would like us to do.

You can also call +44 7943 393502.

How we handle complaints

• We will acknowledge your complaint within 2 business days.
• We will look into it properly and aim to give you a full response within 10 business days. If it is going to take longer, we will tell you why and when to expect a response.
• If we got something wrong, we will explain how we will put it right.

If we cannot agree

If your complaint is not resolved after our internal process, and you are a consumer, we will provide information about alternative dispute resolution (ADR), including whether we are willing or required to use an ADR provider, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. You also keep your statutory rights.

For business clients, our Terms & Conditions set out how disputes are handled, including good-faith discussion and, if needed, the courts of England and Wales.

Data protection complaints

If your complaint is about how we handle personal data, please contact us first so we can investigate. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.