Outrank - Putting you First

Customer Support

We are always on hand to help our customers on the phone, email or live chat. You will find on this page a link to a variety of technical documents or resources which may help but as always if not just get in touch with the team!

By filling in this form, you agree to marketing material from ourselves.

Free SEO Report

Complaint Policy

1. Purpose

This complaints policy ensures that all complaints are handled consistently, fairly, and effectively. It also aims to address and resolve complaints from clients, partners, and stakeholders promptly and improve our services based on the feedback received.

2. Scope

This policy applies to all complaints received by Outrank regarding our services, staff, and any other aspects of our operations.

3. Definitions

  • Complaint: An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by the agency or its staff.
  • Complainant: The person or entity making the complaint.

4. How to Make a Complaint

Complaints can be made through the following channels:

  • Email: [email protected]
  • Phone: 01642 931 380
  • Mail: 1 River Court, Riverside Park Road, Middlesbrough, TS2 1RT

5. Complaint Handling Procedure

  1. Acknowledgement:

    • All complaints will be acknowledged within two business days of receipt.
    • The acknowledgement will include the name and contact details of the person handling the complaint.
  2. Investigation:

    • A thorough investigation will be conducted to gather all relevant facts and information.
    • The complainant may be contacted for additional information or clarification during this process.
  3. Resolution:

    • We aim to resolve all complaints within ten business days. If more time is required, the complainant will be informed of the reasons for the delay and a new timeframe.
    • The resolution will be communicated to the complainant, including any actions to address the issue.
  4. Escalation:

    • If the complainant is unsatisfied with the resolution, they may request a review by a senior manager.
    • The senior manager will review the complaint and provide a final response within five business days.
  5. Record Keeping:

    • All complaints and outcomes will be documented and retained for at least two years.
    • This information will be used to identify trends and areas for improvement.

6. Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with those needing knowledge to resolve the complaint.

7. Continuous Improvement

We are committed to continuously improving our services. Complaints will be reviewed regularly to identify trends, root causes, and areas for improvement. Feedback from complaints will enhance our policies, procedures, and staff training.

8. Contact Information

For any questions or further information about our Complaints Policy, please get in touch with us at:

Outrank - Dark

putting you first

Outrank Ltd stands by ‘Putting You First’. This mantra defines our core values: ‘Y’ for ‘Your satisfaction guaranteed’ through our game-changing services. ‘O’ signifies ‘Our clients, our friends’, highlighting our commitment to partnership and growth. ‘U’ embodies ‘Unstoppable’, symbolising our promise to deliver exceptional results. With Outrank Ltd, it’s always about ‘YOU‘.
y

Your satisfaction guaranteed!

O

Our clients,
our friends!

U

Unstoppable
results!

Outrank Ltd

Why Choose Outrank?

There are many SEO and Digital Marketing Agencies across the UK and many companies have been burnt by bad agencies and poor deployment.
At Outrank our aim is to reverse any bad or poor agency experience.

Choose Outrank and be guaranteed:

Highly Rated

Over 200 five-star reviews on Trustpilot and Google

Personal Account Manager

A dedicated experienced account manager that can act as an extension to your team

Proven Strategy

A strategy that will deliver sustainable, attributable growth from all digital marketing related activity.

Ongoing Support

Commercial support for your sales and marketing teams.

Outrank Ltd

Ready to Outshine
Your Competitors?

Join us and fortify your digital presence. Let’s chat today!

acton-locks
Acton Locks: How SEO and Digital Marketing Can Help Grow Your Locksmith Business

Run an SEO audit of
your website for free