Complaints Process Complaints Process
0207 495 5110 info@gingernutmedia.com
Open Mon-Fri: 08.30-18.00 | Closed Sat-Sun

Complaints Process

Here at Ginger Nut Media we strive to provide the best service possible. If at any point, you don’t feel that you’ve been provided that then we’d like to hear. All we ask is the opportunity to help resolve any issues that may occur.

What to do to raise a concern?

In order to provide the kind of service you expect we welcome your feedback. If you do have a concern with the service that you have received, in the first instance, please contact us by telephone in order to explain your concerns. Alternatively, you can contact us by letter or email using any of the contact details below.

By Post:

Ginger Nut Media
Suite 6,
43 Bedford Street,
Covent Garden,
London,
WC2E 9HA

By Email:

complaints@gingernutmedia.com

By Telephone:

0207 495 5110

How We Will Handle Your Complaint

If you have any objections to your information being used, then please email us at complaints@gingernutmedia.com or contact us on 0207 495 5110.

Some objections could include:

  • You have been informed that we have passed your information to another company and you would like to find out why this happened.
  • You disagree that you have opted in to receiving any calls.

We aim to resolve all complaints in a fair and timely manner. We will acknowledge your complaint in writing within 3 business days of receipt and inform you of the name or job title of the person who is handling your complaint. We will carry out an assessment and full investigation of your complaint. As necessary, we will review all the documentation and information available to us to carry out a thorough and objective investigation. In some instances, we may need to ask you for further information or to provide authority for us to contact third parties.

Please note that we do not collect any personal data ourselves, nor do we run any telephone market research surveys ourselves directly, we work with multiple data partners who carry out these surveys. Upon receiving your enquiry, we would need to investigate where the information came from.

If you can please provide us with the following information:

  • Your name to allow us to address you properly
  • Email Address to contact you on (optional)
  • Contact number to contact you on (optional)
  • The number you are being contacted on so that we can investigate where the information came from
  • What is the name of the company calling you?
  • How would you prefer us to respond? Telephone, email?
  • Any additional information that you think will help

Upon receiving the request, we can then investigate where we obtained your information and point you in the right direction. Providing us with as much information as possible will help us to process the investigation more efficiently.

We will ensure that the details you provide (the number you have been receiving calls from) is suppressed across our network so that you will not receive any calls or further communications from us or our partners.

Please note that this request will be processed as soon as possible but please allow up to 3 days for the request to be processed (please also note that this could take longer to process should the request be made within 24 hours of the weekend and/or bank holidays).

If, after reviewing your case, we find that your complaint is justified we will acknowledge that fact and provide you with an apology. If we believe that you have suffered financial loss caused by our handling of your affairs, we may, at our discretion, offer you financial redress or some other means of restitution.

If we do not believe that we are to blame for the circumstances specified in your complaint or if we do not consider that you have suffered financial loss as a result of our actions, we will confirm that to you in our response.

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