Casover Complaints Procedure

Effective from: 13 October 2026

We want clients to receive the service agreed with them. If something goes wrong, we take the concern seriously and aim to resolve it fairly.

1. How to complain

Email steve@casover.com, with “Complaint” in the subject line, addressed to Stephen Castledine.

Please include:

• Your name and the service you purchased.
• What went wrong, with any relevant examples or correspondence.
• The outcome you would like.

You do not need to use legal language or prepare a formal document.

2. Acknowledgement and review

We will acknowledge your complaint within three working days.

Stephen Castledine will review the complaint, the agreed scope and the work delivered. Where necessary, he will ask for further information or arrange a discussion with you.

We aim to provide a written response within ten working days of receiving your complaint. If more time is needed, we will explain why and give you a revised response date.

Working days are Monday to Friday, excluding bank holidays in England and Wales.

3. Resolving the complaint

Our response will explain what we found and the proposed resolution. Depending on the circumstances, this may include:

• An explanation or clarification.
• Correcting or completing work within the agreed scope, at no additional charge.
• A partial or full refund where appropriate.

Any corrective work or refund will have a clear agreed timescale. We will not require you to purchase another service to remedy a failure in the original agreed work.

4. If you remain dissatisfied

Reply explaining what remains unresolved and any information you believe we have missed. Stephen Castledine will reconsider the complaint and normally provide a final written response within ten working days.

Casover is an owner-operated business, so this reconsideration is carried out by the same person rather than a separate internal department.

Where appropriate, we will discuss independent mediation. If an ALLi member raises a complaint through the Alliance of Independent Authors, we will cooperate constructively with ALLi, subject to its applicable procedures.

5. Confidentiality and records

We will handle complaints respectfully and keep a record of the concern, our response and the outcome. Information will be shared only where needed to investigate or resolve the complaint, or where required by law, in line with our privacy policy.

Making a complaint does not affect your statutory rights.

Read our terms and conditions