1. Our Commitment
SUB ZERO MARKETING LTD (“we”, “our”, “us”) is committed to providing a professional and high-quality service to all clients and stakeholders.
If something goes wrong, we welcome your feedback so we can address the issue promptly and improve our standards.
2. How to Make a Complaint
If you have a complaint, please contact us in writing and include as much detail as possible (dates, names, service details, supporting documents).
You can email or post your complaint to:
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Postal Address: Fawcett House, Broomside Lane, England, DH1 2QW
If you need assistance making a written complaint, please let us know and we will provide reasonable support.
3. Our Process
Stage 1 – Acknowledgement
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We will acknowledge receipt of your complaint within 3 working days and send you a copy of this procedure.
Stage 2 – Investigation
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Your complaint will be investigated by a senior manager who will review the relevant files and speak with any staff involved.
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A formal written response with our findings will be sent to you within 15 working days of the acknowledgement.
Stage 3 – Review (if required)
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If you remain dissatisfied, you may request a further review by a director or a member of senior management not previously involved.
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We will issue our final written decision within 15 working days of receiving your request for review.
4. Independent Resolution
If you are not satisfied after our final response—or if more than 8 weeks have passed since we acknowledged your complaint—you may seek independent advice or alternative dispute resolution (ADR) through the following free options:
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Advertising Standards Authority (ASA) for complaints relating to advertising practices – www.asa.org.uk
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ICO (Information Commissioner’s Office) for complaints about personal data – www.ico.org.uk
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Trading Standards via Citizens Advice Consumer Service – www.citizensadvice.org.uk/consumer
These bodies provide guidance and, where appropriate, dispute resolution at no cost.
5. Time Limits
Please raise your complaint as soon as possible.
External regulators may have their own deadlines (for example, the ICO requires complaints to be made within three months of your last meaningful contact with us).
6. Confidentiality
All complaints will be handled in confidence and in accordance with our Privacy & Cookies Policy.
We will keep a record of your complaint for monitoring and compliance purposes.
7. Contact Details
For all complaint correspondence:
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Telephone: 0333 335 6308
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Postal Address: Fawcett House, Broomside Lane, England, DH1 2QW
Last updated: 16 October 2025