Complaints Procedure

At Digital Attitude we take service quality and customer satisfaction seriously. Here's how to raise a concern and what happens next.

First step

Informal Discussion

Most concerns can be resolved quickly through an informal conversation with your usual point of contact. Please raise the issue as soon as possible with your account manager, their line manager, or a member of Senior Management.

  1. If you are uncomfortable speaking with your usual contact, you may request to speak with a senior member of staff instead.
  2. All staff will make every effort to resolve concerns promptly at this stage.
  3. Complaints raised with other staff members will be referred to the appropriate contact for action.
Aim to resolve promptly on first contact
If unresolved

Formal Complaint

If you are dissatisfied with the Stage 1 response, you may submit a formal complaint in writing to Senior Management. Please include full details of your concern and any supporting information.

  1. The Senior Manager will investigate and respond in writing. We aim to reply within 7 working days; if more time is required we will inform you.
  2. If your complaint concerns the Senior Manager directly, please address it to the Chief Executive, who will progress it under Stage 3.
Response within 7 working days
Final escalation

Board Review

If you remain dissatisfied after Stage 2, or if the complaint concerns a Senior Manager, you may refer the matter to the Digital Attitude Board for final review.

  1. Write or email the Board setting out the full details of your complaint.
  2. A relevant Board member will convene to review the evidence. Where possible, a review meeting will be arranged within 14 working days of receipt. You may be invited to attend, accompanied by a colleague or representative.
  3. The Board will confirm its decision in writing, normally within 7 working days of the meeting. For the majority of complaints, the Board's decision is final.
  4. If your complaint relates to certification activities and you remain unsatisfied, you may seek guidance from the relevant governing body (for example, IASME / NCSC).
Review within 14 working days · Decision within 7 working days

Contact Details

Email: help@digitalattitude.co.uk
Digital Attitude Ltd, Registered in England & Wales, Registration No. 12943939

If you need assistance making a complaint — for example, translation or communication support — please contact us and we will make reasonable adjustments to help.