Craftline Digital is committed to providing professional, transparent and reliable digital services. We value client feedback and take complaints seriously. This Complaints Policy explains how clients and website users can raise concerns, how complaints are reviewed and what response process they can expect.
1. Purpose of This Policy
The purpose of this policy is to provide a clear and fair process for handling concerns related to our services, communication, billing, project delivery or website experience.
We aim to resolve complaints promptly, professionally and respectfully.
2. What You Can Submit a Complaint About
You may submit a complaint regarding:
- Service quality
- Project communication
- Missed or delayed deliverables
- Billing or invoice concerns
- Scope misunderstandings
- Revision handling
- Website functionality
- Customer service
- Marketing campaign management
- Any conduct that does not meet agreed expectations
Complaints should relate to services provided directly by Craftline Digital.
3. How to Submit a Complaint
Complaints should be submitted in writing by email so we can maintain an accurate record and review the issue properly.
Please include:
- Your full name
- Company name, if applicable
- Project or service name
- Invoice or order number
- Date the issue occurred
- A clear description of the complaint
- Relevant emails, screenshots or documents
- Your preferred resolution
Complaint Email
complaints@craftlinedigital.com
4. Complaint Acknowledgment
We aim to acknowledge written complaints within three business days.
The acknowledgment may include:
- Confirmation that the complaint has been received
- The name of the person reviewing the complaint
- Any additional information required
- An estimated response timeframe
5. Investigation Process
Once a complaint is received, we may review:
- Project agreements and proposals
- Emails and client communications
- Payment and invoice records
- Submitted content and approvals
- Project timelines
- Design, development or marketing work completed
- Relevant third-party platform activity
We may contact the client for further information before reaching a decision.
6. Response Time
We aim to provide a formal response within ten business days after receiving all necessary information.
Some complaints may require additional time because of technical complexity, third-party involvement or the volume of project records that must be reviewed.
Where more time is required, we will provide an update.
7. Possible Resolutions
Depending on the circumstances, a resolution may include:
- A written explanation
- Correction of an error
- Additional clarification
- Revision of work within the agreed scope
- Recompletion of an incomplete service
- Adjustment of a project timeline
- Service credit
- Partial or full refund where permitted
- Another reasonable solution agreed by both parties
Refunds remain subject to our Refund Policy and any signed service agreement.
8. Complaints About Project Delays
Project timelines may be affected by:
- Late client feedback
- Missing content
- Delayed approvals
- Scope changes
- Third-party platform issues
- Technical problems outside our control
Where a delay is caused by Craftline Digital, we will review the circumstances and provide an updated timeline or suitable resolution.
9. Complaints About Completed Work
Clients should review work carefully during the revision and approval process.
Complaints about completed work will be assessed according to:
- The approved project brief
- Agreed deliverables
- Included revision limits
- Written client approvals
- Whether the request falls within the original scope
Requests outside the agreed scope may be treated as additional paid work.
10. Billing Complaints
Billing complaints should include the relevant invoice number and a clear explanation of the disputed charge.
Clients should raise billing concerns as soon as possible and before initiating a chargeback or payment dispute.
Craftline Digital will review the invoice, service records and completed work before responding.
11. Third-Party Services
Some services may involve hosting providers, advertising platforms, payment processors, plugins, software, social networks or other third-party systems.
Craftline Digital cannot control third-party outages, account restrictions, policy changes or technical failures. However, we will provide reasonable assistance where the issue relates to a service we manage.
12. Escalation Process
If you are not satisfied with the initial response, you may request an internal review.
The escalation request should explain:
- Why the first response was unsatisfactory
- Any relevant information that was overlooked
- The resolution you are requesting
A senior representative will review the complaint and provide a final internal response.
13. Respectful Communication
We expect all complaints to be communicated respectfully.
Craftline Digital may limit or end communication where messages include:
- Threats
- Harassment
- Abusive language
- Discrimination
- Repeated unreasonable demands
- False or defamatory claims
Legitimate complaints will still be reviewed fairly.
14. Confidentiality
Complaints will be handled confidentially and shared only with team members or professional advisers who need the information to investigate and resolve the matter.
Information may be disclosed where required by law.
15. No Retaliation
Submitting a genuine complaint will not affect your right to receive professional service.
We will not treat a client unfairly for raising a concern in good faith.
16. Record Keeping
We may retain complaint records, correspondence, decisions and supporting documents for business, legal, quality-control and dispute-resolution purposes.
Records will be handled according to our Privacy Policy.
17. False or Misleading Complaints
Complaints must be submitted honestly and in good faith.
Craftline Digital reserves the right to reject complaints based on false, misleading, abusive or intentionally incomplete information.
18. Changes to This Policy
We may update this Complaints Policy from time to time.
Any changes will be posted on this page with a revised “Last Updated” date.
19. Contact Us
For complaints or concerns, contact:
Craftline Digital
Email: complaints@craftlinedigital.com
Phone: +1 000 000 0000
Address: Your Business Address, United States