Complaints Procedure
Last Updated: 2026
This Complaints Procedure explains how We Catch It handles complaints fairly, consistently, and efficiently.
We are committed to providing high-quality services. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and work towards a resolution.
1. Business Information
Business Name: We Catch It
Business Structure: Sole Trader
Address:
83 Edinburgh Road
Harthill
Shotts
ML7 5PT
Email: wecatchit@outlook.com
Telephone: 07996 532477
Website: https://wecatchit.uk
2. Scope
This procedure applies to complaints relating to any service supplied by We Catch It, including:
- Smart Websites
- Website Hosting
- Website Maintenance
- Smart Receptionist
- Smart Chatbots
- Missed Call Text Back
- CRM Integration
- Business Automation
- SEO
- Digital Marketing
- Domain Registration
- Customer Support
3. Making a Complaint
Complaints should be submitted as soon as possible after the issue arises.
Where possible, complaints should be made in writing by email to:
Please include:
- Your name
- Business name (if applicable)
- Contact details
- A description of the issue
- Relevant dates
- Any supporting documents or screenshots
- The outcome you are seeking
Providing complete information helps us investigate your complaint more efficiently.
4. Acknowledgement
We aim to acknowledge all complaints within one business day of receipt.
Acknowledgement confirms that your complaint has been received and is being reviewed.
5. Investigation
Each complaint is investigated on its own merits.
During our investigation we may:
- review project records;
- examine communications;
- review invoices and agreements;
- assess technical logs;
- request additional information from the customer;
- consult third-party providers where necessary.
6. Response Times
We aim to:
- acknowledge complaints within 1 business day;
- provide an initial update within 5 business days;
- resolve complaints as quickly as reasonably possible.
More complex matters may take longer where third-party providers or technical investigations are involved.
7. Possible Outcomes
Following our investigation we may:
- explain our findings;
- correct any identified errors;
- provide additional support;
- offer service credits;
- agree revised project timelines;
- issue a partial or full refund where appropriate and at our discretion;
- reject the complaint where no breach of our obligations is found.
Each complaint is considered individually.
8. Escalation
If you remain dissatisfied after receiving our response, you may request that the complaint be reviewed.
A review will involve reconsidering:
- the facts;
- supporting evidence;
- applicable agreements;
- any additional information provided.
Where appropriate, we may seek independent professional advice before issuing our final response.
9. Customer Responsibilities
To help resolve complaints promptly, customers should:
- communicate respectfully;
- provide accurate information;
- respond to requests for information;
- allow reasonable time for investigation;
- avoid submitting duplicate complaints relating to the same issue.
10. Abusive Behaviour
We are committed to treating all customers professionally and expect the same in return.
We reserve the right to restrict communication where individuals engage in:
- abusive language;
- threatening behaviour;
- harassment;
- discrimination;
- repeated vexatious complaints;
- unreasonable or excessive demands.
This does not affect your legal rights.
11. Record Keeping
We may retain records relating to complaints, including:
- correspondence;
- investigation notes;
- technical evidence;
- invoices;
- project records;
- outcomes.
These records are retained in accordance with our Privacy Policy and applicable legal requirements.
12. Alternative Resolution
Where appropriate, both parties are encouraged to attempt to resolve disputes through discussion before considering formal legal action.
Nothing in this procedure prevents either party from exercising their legal rights.
13. Changes to this Procedure
We Catch It may update this Complaints Procedure from time to time.
The latest version will always be published on our website.
Continued use of our services constitutes acceptance of any revised version.
14. Governing Law
This Complaints Procedure shall be governed by the laws of Scotland.
Any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.
15. Contact
We Catch It
83 Edinburgh Road
Harthill
Shotts
ML7 5PT
Email: wecatchit@outlook.com
Telephone: 07996 532477
Website: https://wecatchit.uk
