Complaints procedure

Who can complain

Any client or customer of Powerful Digital Marketing, Powerful Reviews or Powerful Tickets can use this procedure.

If your complaint is about a travel booking made through Powerful Tickets, please come to us first. We will pass it to the travel provider and keep you informed. This does not affect your rights against the travel provider.

How to make a complaint

You can raise a complaint in whichever way suits you:

• by email to info@powerfuldigitalmarketing.com
• in any meeting with us

Please tell us what went wrong, what you would like us to do, and any reference such as an invoice or order number.

What happens next

1. We acknowledge it. We will confirm we have received your complaint within 2 working days and give you a reference number.
2. We look into it and reply. We will send you a written response within 10 working days, setting out what we found, what we will do and any remedy we offer. If the complaint is complex, we will tell you and agree a timescale with you.
3. You can ask for a review. If you are not satisfied, Andrew Todd, CEO, will review your complaint within a further 10 working days. If Andrew Todd handled your complaint at step 2, or your complaint is about him, it will be reviewed by an independent external adviser, such as an HR consultant or an Acas-trained mediator, appointed for that case.

Learning from complaints

We record every complaint, the cause and what we did to stop it happening again. We review complaints with the client at their next review meeting, and as part of our annual review of our policies.

Your rights

This procedure does not affect your legal rights or any rights or dispute process in your contract with us. Our refund and cancellation policy explains how refunds and cancellations work.

Policy details

• Policy owner: Andrew Todd, Director and CEO
• Approved by: Andrew Todd, Director and CEO
• Effective date: 27 October 2026
• Last reviewed: 27 October 2026
• Next review: 27 October 2027