Complaints Procedure

Step by Step procedure

We are committed to delivering a high standard of customer service. We believe we get things right most of the time but recognise that sometimes things go wrong or we may fail to meet your expectations.

If you are unhappy with a service you have received we would like you to tell us. We can then look into your complaint, explain what has happened and, where necessary, put things right.

Our complaints procedure tells you how to make a complaint and how we will deal with it.

We define a complaint under this procedure as "an expression of dissatisfaction about our services".

Step 1

Contact us and tell us what happened, why you’re unhappy and what you would like us to do about it. Please put this in writing either via post or email. One of the team will look into your complaint and try to resolve it with you. We always aim to resolve your complaint as soon as possible.

Please send complaints to  or address letters to:

B-Side Studio
Bucks Head Farm
WS14 0PJ
United Kingdom.

Step 2

If you are not satisfied with the response you get please let us know (in writing) and the issue will be passed onto a Director. The Director will then look further into the case and again aim to have a resolution within 2-3 working days.

Step 3

If you are still unhappy and feel you have been unfairly treated by us you can contact Citizens Advice direct via their website: Citizens Advice service

B-Side Studio’s complaints procedure policy gives our customers the platform to make their complaints if anything goes wrong.