1. Our Commitment to You
At ReviewShield, we pride ourselves on delivering a professional, high-quality reputation management service to all our clients. However, we recognise that occasionally things may go wrong or expectations may not be met. When this happens, we want to hear about it so we can put things right and improve our standards.
2. How to Raise a Complaint
To ensure your complaint is handled efficiently, please provide us with the following information:
- Your company name and contact details.
- A clear description of your complaint or the issue you have experienced.
- Specific examples, dates, or links to the review(s) in question (if applicable).
- How you would like us to resolve the matter.
3. Our Escalation Process
1 Stage 1: Informal Resolution
In the first instance, please raise your concerns directly with your dedicated Account Manager. Most issues can be resolved quickly at this stage. We aim to acknowledge your concern within 24 hours and provide a resolution or action plan within 3 working days.
2 Stage 2: Formal Management Review
If you remain dissatisfied with the outcome at Stage 1, you may escalate your complaint to formal status. Please email your complaint to complaints@reviewshield.co.uk with the subject line "Formal Complaint - [Your Business Name]".
A member of the senior management team will investigate. We will acknowledge receipt of your formal complaint within 48 hours and aim to provide a full, written response detailing our findings and proposed resolution within 14 days.
3 Stage 3: Director Review
If you feel the management response at Stage 2 has not addressed your concerns, you may request a final review by the Agency Director. The Director will review the entire case history and provide the agency's final written decision within 7 working days of the escalation request. This marks the end of our internal complaints process.
4. Liability & Paused Services
Please note that raising a complaint does not suspend any active subscription fees unless explicitly agreed upon in writing by ReviewShield management. Furthermore, ReviewShield accepts no liability for third-party actions (including Google's independent removal or retention of reviews) during the dispute resolution process, as outlined in our Terms of Service.
5. Contact Information
General Enquiries: hello@reviewshield.co.uk
Formal Complaints: complaints@reviewshield.co.uk