Complaints Procedure

Last updated: November 2026

1. Purpose

This procedure sets out how complaints about QuillCraft Content will be handled. The aim is to resolve concerns quickly, fairly and transparently.

2. Stage One — Informal Resolution

Most concerns can be resolved through direct conversation. Please email hello@quillcraftcontent.co.uk with a brief description of the issue and the outcome you would like. Enquiries are normally acknowledged within two business days and informal matters resolved within ten business days.

3. Stage Two — Formal Review

If informal resolution does not address your concern, a written formal complaint can be submitted, marked 'Formal Complaint'. The matter will be reviewed in detail, with reference to the written scope and correspondence, and a written response provided within fourteen business days.

4. Stage Three — Final Position

If you remain dissatisfied, a final written position will be issued confirming the outcome and any remedy offered.

5. Independent Options

You retain the right to seek independent advice, alternative dispute resolution where applicable, or to pursue the matter through the courts of England and Wales.

6. Record Keeping

Complaints are recorded and used to improve service quality. Records are retained only for as long as required.

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QuillCraft Content is independently owned and operated by Rupa Thapa as a sole trader in the United Kingdom. Correspondence: 599 Leytonstone High Road, London, E11 4PB, United Kingdom. Email: hello@quillcraftcontent.co.uk.