Complaints Procedure

Cognitive Media Limited aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.

To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know, if, for any reason you are not satisfied with your dealings with us.

If you are not happy with Cognitive Media Limited, please tell us. If you are unhappy about our service, please speak to the relevant staff member, or ask to speak to a member of our Senior Management Team.

If you are unhappy with an individual in Cognitive Media Limited sometimes it is best to tell them directly. If you feel this is a difficult or inappropriate, ask to speak to a member of our Senior Management Team.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the address below or email us at contact@wearecognitive.com.

Your letter or email will be forwarded to our Founder and Creative Director. If the complaint is about our Founder and Creative Director, please write to the address below or email contact@wearecognitive.com.

All written complaints will be logged. You will receive a written acknowledgment within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

After we have responded if you are not satisfied, please write to the address below who will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with our services.

Contact details are as follows:

Cognitive Media Limited

PO Box 792

Folkestone

Kent

CT20 9LL

Telephone:01303 253693

Email: contact@wearecognitive.com