Complaints Policy

Last updated: September 25, 2026

How to Raise a Concern

Send a request through the form and include the project details. Accessibility Engineer will review it.

It helps if you can tell us:

• Your name, the website or project involved, and roughly when the work happened
• What was supposed to happen and what actually happened
• Screenshots or page links, if the issue is something you can see
• What outcome you are looking for

You will not be penalized for complaining, and raising an issue does not affect any warranty in your agreement.

What Happens Next

1. We acknowledge it within two business days. You will hear from a person, not an automated reply, confirming what we understood and who is handling it.
2. We look into it. That can mean reviewing the estimate, findings, and project notes, talking with the team member involved, and in most cases retesting the affected pages.
3. We give you a written response within ten business days. It explains what we found, what we will do, and the timing. If the review needs longer, we tell you why and when to expect an answer.
4. We follow through and check back. After corrective work, we confirm with you that the issue is actually resolved.

If You Are Still Not Satisfied

Ask for the complaint to be escalated to Accessibility Engineer, who will review the file and respond to you.

You always keep your outside options, including your state or local consumer protection office and any other body that handles consumer or business complaints. Using this policy first is not a requirement, and it does not limit your rights.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat on the next project.

Questions about this page?

Tell us early. Small problems are much easier to fix than old ones. Send a request through the form and we will get back to you.