Complaints Policy

We would rather hear it

If something about working with Mossy Digital has not gone the way it should, tell us. Most problems are sorted out quickly once we know about them, and raising a concern will never affect the standard of service you get from us.

How to raise a concern

Start with your contact. The fastest route is to raise it directly with the person you work with. A conversation resolves most things.

Put it in writing. If that does not resolve it, or you would rather go straight to a formal complaint, email service@mossydigital.ai with "Complaint" in the subject line. Tell us what happened, when, who was involved, and what outcome you are looking for.

What happens next

• We acknowledge your complaint within 2 working days and tell you who is handling it.
• We investigate: we review the account history, the work delivered and the correspondence, and we speak to everyone involved.
• We give you a full written response within 10 working days, setting out what we found, what we got wrong if we got something wrong, and what we propose to do about it. If the investigation needs longer, we will tell you why and give you a new date.

If you are still not satisfied

Write back within 30 days of our response and ask for a review. Someone not involved in the original decision will look at the complaint again and respond to you directly. That review is our final position.

What we do with complaints

We log every complaint and review them regularly, because the pattern across complaints tells us more about where our process is weak than any single one of them does. Records are kept confidential and shared only with the people who need them to investigate.