How we handle complaints
Tohecye Marketing treats every complaint as useful information. When something in the way we work does not match what was agreed, we want to hear about it, and we want the process of raising it to be simple and predictable. This page describes, in general terms, how a complaint moves from the first message to a written outcome.
We keep the procedure the same for everyone. No complaint is dismissed because of its form, length, or the tone in which it arrives. What matters is the substance: what happened, when it happened, and what outcome you consider fair. The general principles of using this website are described in the terms of use.
The complaint procedure, step by step
1. Sending the complaint
A complaint is sent by e-mail to the address given at the bottom of this page. There is no required form. A short plain-language message is enough, although it helps if you include your name, the subject of the work in question, and a description of what went wrong.
2. Acknowledgement
Each complaint is acknowledged by reply e-mail. The acknowledgement confirms that the complaint has been received and registered, and states that it has entered review. Expected timeframes for each stage are provided on request, so that no deadline is promised that circumstances may not allow.
3. Review
The complaint is reviewed against the messages, agreements, and work materials related to the subject. If anything in the description is unclear, clarifying questions are sent by e-mail. The review looks at what was agreed, what was done, and where the two differ.
4. Outcome
The outcome is communicated in writing, by e-mail, to the person who made the complaint. It states the conclusion of the review and, where a difference from what was agreed is found, what will be done about it. If you disagree with the outcome, you may reply to the same e-mail thread and ask for the decision to be reconsidered with your additional points taken into account.
5. Record keeping
Complaints and their outcomes are kept as part of ordinary working records, so that a repeated issue can be recognised rather than treated as new. How personal data connected with a complaint is handled is described in the privacy notice.
Where to send a complaint
Complaints, concerns, and questions about how a complaint is being handled are all sent to the same address. Write to [email protected] and the message will follow the procedure described above.
If you would rather ask a general question first, the contact page lists the ways to get in touch, and the home page gives an overview of the services this procedure applies to.