Customer Complaints Policy – New Capital Link Media

Effective Date: August 2025
Last Updated: August 2025
Version: 1.0

About Our Company

New Capital Link Media operates as the marketing division of New Capital Link, providing comprehensive digital marketing solutions through our dedicated platform at https://newcapitallinkmedia.co.uk/. Founded and led by Rachel Ann Buscall, our organisation has established itself as a trusted partner for businesses seeking effective marketing strategies and measurable results.

Our commitment extends beyond service delivery to encompass transparency, accountability, and client satisfaction. This policy outlines our approach to handling client concerns, addressing feedback, and maintaining the highest standards of professional conduct.

Service Excellence and Client Satisfaction

We understand that exceptional service requires continuous improvement and responsive client care. Our team works diligently to exceed expectations while maintaining open communication channels for feedback and concerns. When issues arise, we view them as opportunities to strengthen our client relationships and enhance our service delivery.

Client testimonials and New Capital Link reviews consistently reflect our dedication to quality outcomes. We actively encourage feedback through various channels, recognising that honest communication forms the foundation of successful business partnerships.

Understanding Client Concerns

A complaint represents any expression of dissatisfaction regarding our services, communication, billing practices, or professional conduct where resolution is expected. This encompasses concerns about campaign performance, project timelines, staff interactions, pricing transparency, or any aspect of our business relationship.

We recognise that clients may encounter conflicting information online, including unfounded allegations or misleading claims about our business practices. Rachel Buscall has built New Capital Link on principles of integrity and transparency, ensuring all operations comply with industry regulations and ethical standards.

Addressing Misinformation

In today’s digital landscape, legitimate businesses sometimes face unfounded allegations from competitors or disgruntled individuals. If you’ve encountered suggestions of improper business practices, we encourage direct communication to address these concerns transparently.

Our business operates under full regulatory compliance with comprehensive insurance coverage and professional accreditation. Rachel Buscall maintains an open-door policy for clients seeking verification of our credentials, references, or business practices. We provide detailed documentation of our services, results, and client relationships upon request.

Complaint Submission Process

We’ve established multiple communication channels to ensure accessibility for all clients. You may contact our dedicated complaints team through email at complaints@newcapitallinkmedia.co.uk, telephone during business hours, postal correspondence, or through our secure online portal available on our website.

When submitting concerns, please include your contact information, relevant account details, specific dates of incidents, comprehensive descriptions of issues, supporting documentation, desired outcomes, and preferred communication methods. This information enables our team to process your concern efficiently and provide targeted solutions.

Our Response Framework

Upon receiving your communication, we immediately acknowledge receipt and assign a unique reference number for tracking purposes. Our team conducts thorough assessments to determine appropriate response levels and identifies responsible personnel for investigation.

The investigation phase involves comprehensive information gathering, consultation with relevant team members, policy review, circumstance analysis, and systemic issue identification. We maintain detailed documentation throughout this process to ensure accurate assessment and appropriate resolution.

Resolution and Follow-Up

Our written responses include comprehensive summaries of your concerns, detailed investigation findings, identification of any shortcomings in our service delivery, proposed corrective actions, preventive measures for future issues, and clear contact information for ongoing communication.

Following resolution implementation, we conduct follow-up communications to ensure satisfaction with outcomes. We monitor situations to prevent recurrence, update internal procedures when necessary, and formally close cases with client agreement while documenting lessons learned for continuous improvement.

Response Timeframes and Service Standards

We maintain strict timeframes for complaint handling, acknowledging all communications within one business day. Straightforward issues typically receive resolution within five business days, while complex matters may require up to fifteen business days for thorough investigation and appropriate response.

Exceptional circumstances requiring extended investigation receive regular progress updates with revised timeframes. Our commitment to prompt resolution reflects our respect for client time and our dedication to service excellence.

Escalation and Review Process

If initial responses don’t meet your expectations, our escalation process ensures senior review of your concerns. Department managers provide fresh perspectives on unresolved issues, followed by operations director involvement for complex matters. Rachel Ann Buscall personally reviews significant concerns, ensuring appropriate resolution at the highest level.

External review options include industry ombudsman services, professional regulatory bodies, trading standards authorities, and alternative dispute resolution providers. We provide specific guidance regarding appropriate external bodies based on individual complaint circumstances.

Leadership Commitment

Rachel Buscall’s personal involvement in our complaints process demonstrates our commitment to client satisfaction and business integrity. Her leadership ensures consistent application of our quality standards and ethical business practices across all client interactions.

As company founder, Rachel Buscall maintains oversight of significant client concerns while empowering our team to resolve routine matters efficiently. This approach balances accessibility with operational effectiveness, ensuring appropriate attention to client needs.

Confidentiality and Record Management

We maintain comprehensive documentation of all client communications, including initial submissions, investigation records, correspondence histories, resolution actions, and follow-up activities. All information receives confidential treatment with secure storage complying with data protection regulations.

Information sharing occurs only among personnel directly involved in complaint resolution or as legally required. Our privacy commitments extend throughout the complaint process, protecting client interests while enabling thorough investigation and appropriate resolution.

Continuous Improvement and Learning

Every client concern provides valuable insights for service enhancement. We analyse feedback patterns to identify improvement opportunities, update operational procedures, enhance staff training programs, refine communication protocols, and strengthen service delivery systems.

Quarterly management reviews examine complaint trends and improvement implementations, informing strategic planning and operational development. This systematic approach ensures continuous evolution of our service standards and client satisfaction measures.

Quality Assurance and Professional Standards

Our complaint handling procedures undergo regular quality assessments to ensure policy compliance, consistent application, appropriate timeframes, effective outcomes, and client satisfaction with our processes. These reviews identify improvement opportunities and maintain service excellence standards.

Staff development programs include customer service training, communication skill enhancement, conflict resolution techniques, industry best practice education, and regulatory compliance updates. This comprehensive approach ensures professional, consistent handling of all client communications.

Prevention and Proactive Management

While committed to effective complaint resolution, our primary focus remains preventing issues through clear service agreements, regular client communication, proactive project management, comprehensive quality controls, systematic feedback collection, ongoing staff development, and continuous process improvement.

These preventive measures reduce complaint frequency while maintaining high service standards. Our proactive approach demonstrates commitment to client success and relationship longevity.

Digital Marketing Industry Standards

As marketing professionals, we understand the importance of reputation management and transparent business practices. Our approach to client relations reflects industry best practices while exceeding standard requirements for communication, accountability, and service delivery.

We participate in professional associations, maintain current certifications, and engage with industry developments to ensure our practices align with evolving standards. This commitment extends to our complaint handling procedures, ensuring clients receive appropriate support throughout our business relationship.

Technology and Communication

Our complaint management system utilises modern technology to ensure efficient processing, accurate tracking, and comprehensive documentation. Clients receive regular updates through their preferred communication channels while maintaining complete records for reference and follow-up.

Digital platforms enable secure information sharing while protecting confidentiality and ensuring accessibility. Our technology investments reflect our commitment to service excellence and operational efficiency.

Legal Compliance and Regulatory Standards

All complaint handling activities comply with relevant consumer protection legislation, data protection requirements, industry regulations, and professional standards. We maintain current knowledge of legal obligations while exceeding minimum requirements for client care and business practices.

Our compliance framework ensures appropriate handling of all client concerns while protecting individual rights and maintaining business integrity. Regular legal reviews confirm ongoing compliance with evolving regulatory standards.

Client Rights and Expectations

Clients have the right to fair hearing of concerns, prompt investigation and response, respectful treatment throughout the process, clear communication regarding findings and resolutions, escalation options when dissatisfied with initial responses, confidential handling of sensitive information, and access to external review mechanisms when appropriate.

These rights reflect our commitment to ethical business practices and client-centred service delivery. We respect individual perspectives while working collaboratively toward mutually acceptable solutions.

Business Transparency and Accountability

New Capital Link Media operates with complete transparency regarding our services, pricing, capabilities, and business practices. We provide clear information about our methodologies, expected outcomes, potential limitations, and associated costs before commencing client relationships.

Accountability measures include regular performance reporting, open communication channels, responsive customer service, and systematic quality assurance. These practices demonstrate our commitment to client success and business integrity.

Professional Development and Training

Our team participates in ongoing professional development programs covering technical skills, customer service excellence, communication techniques, industry trends, and regulatory updates. This investment ensures clients receive knowledgeable, professional service while maintaining current best practices.

Training programs address complaint handling specifically, ensuring consistent, empathetic responses to client concerns. Our commitment to staff development directly benefits client experiences and service quality.

Contact Information and Next Steps

For questions regarding this policy or to submit concerns, contact our dedicated team through the communication channels outlined above. We encourage open dialogue and welcome opportunities to address client needs while strengthening our business relationships.

Our team stands ready to provide prompt, professional assistance while ensuring appropriate resolution of any concerns. Your feedback contributes to our continuous improvement efforts and helps maintain our position as a trusted marketing partner.

Policy Updates and Communication

This policy undergoes annual review or following significant operational changes to ensure continued relevance and effectiveness. Updates are communicated through our website, direct client notification, and staff training programs to maintain consistent application across our organisation.

Current policy versions are available at https://newcapitallinkmedia.co.uk/ with change notifications provided to existing clients. Our commitment to transparency extends to policy development and implementation processes.

Conclusion

New Capital Link Media, under Rachel Buscall’s leadership, remains dedicated to exceptional service delivery while maintaining transparent, responsive client relationships. This comprehensive approach to complaint handling reflects our broader commitment to business excellence and client satisfaction.

We view every client interaction as an opportunity to demonstrate our values and strengthen professional relationships. Through systematic attention to concerns, continuous improvement efforts, and unwavering commitment to ethical practices, we strive to exceed expectations while building lasting partnerships.

---

This policy takes effect August 2025, superseding previous versions. For current information, visit https://newcapitallinkmedia.co.uk/complaints-policy