Complaints procedure

What complaints we can and can’t deal with

We can only handle complaints about the work, staff and levels of service provided by the Spear Marketing and Spear Marketing Independent Marketers in regards to their activities relating to Spear Marketing Ltd

We can’t deal with:

• complaints about Independent Spear Marketers external business activities. 

How to make a formal complaint 

What information we’ll need from you

If you want to make a formal complaint about Spear Marketing, we will need:

• a clear, detailed description of what your complaint is about
• copies of any letters or emails related to the complaint
• a correspondence case reference number, if you have it
• your email address or postal address (so we can reply)

How to make your complaint

All complaints must be in writing and sent to info@spearmarketing.co.uk

We are open 9:30am to 4:30pm, Monday to Friday, excluding bank holidays.

Alternatively, you can fill in our web contact form below

The complaints manager will forward your complaint on to the relevant team leader to begin the investigation.

Please note that it is advisable to place detailed complaints in writing, where possible, to ensure your concerns are comprehensively covered.

What happens next

When you’ve made your complaint, we will:

• send an email to let you know that we’ve received it (as long as you’ve provided a valid email address).

Our complaints process has 3 stages:

• Stage 1 – complaints go to the team leader of the individual or team that your complaint references. The team leader will investigate, with a target of responding to your complaint within 20 working days
• Stage 2 – complaints are investigated by the senior manager responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days
• Stage 3 – complaints are investigated by a senior manager who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days

What to do if you’re not satisfied

At each stage of our complaints process, you will be provided with the information to escalate your complaint if you are unhappy with the response that you receive.

If, after following the 3 stages of our complaints process, you are not satisfied with the outcome of your formal complaint, you can refer it through the court of England & Wales.