Complaints Handling Policy

This Complaints Handling Policy explains how to raise a complaint and what you can expect from us.

1. How to Make a Complaint

Email info@code-flux.co.uk with:

• Your name and business name
• The service/project you are referring to
• A clear description of the issue
• Any relevant dates, screenshots, or references
• What outcome you would like

2. Our Process

• Acknowledgement: within 2 business days.
• Investigation: we review relevant communications, scope, deliverables, and timelines.
• Response: we aim to provide a written response within 10 business days. If it will take longer, we will tell you why and provide an updated timeline.

3. Resolution Options

Where appropriate, we may offer:

• A corrective action plan (e.g., fixes within scope)
• A revised timeline
• A partial credit against future work (rare and at our discretion)

4. Escalation

If you are not satisfied with our response, reply to the complaint email requesting escalation. A senior reviewer (where available) will reassess the complaint.

Last updated: 11 January 2026.