Customer Complaints Code

Code of Practice for Complaints Handling for Domestic and Small Business Customers (as those terms are defined by Ofcom General Condition 14.7).

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you’re not happy with our service and would like to make a complaint, there are a number of ways to get in touch with us:

You can email us at info@contentguru.com.

You can call us on +[44] (0) 1344 852350.

You can write to us at:
Content Guru Ltd
Radius Court
Eastern Road
Bracknell
Berkshire
RG12 2UP

We aim to resolve all issues on first contact, but if we cannot we will escalate your complaint to a team manager. If the team manager cannot resolve the issue we will refer it to a senior manager. In any event we will endeavour to resolve any complaint within one week. If we are unable to do so, we will notify you and provide weekly updates on progress.

If after eight weeks we still can’t resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website, or call them on 0330 440 1614 or fax them on 0330 440 1615.

Alternatively you can write to them at:
Ombudsman Services Communications
PO Box 730
Warrington WA4 6WU

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we’re taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.

This information is available in hard copy free of charge. Please contact us at the address above to request a copy.