This document sets out how Unitic Creative Studio receives, investigates, escalates,and resolves complaints from clients in a fair, professional, and timely manner.
| Document Type | Internal & Client-Facing Policy |
| Version | 1.0 |
| Effective Date | 21 April 2026 |
| Applies To | All clients of Unitic Creative Studio |
| hello@unitic.co.za |
We are committed to resolving every complaint with professionalism, fairness, and transparency.
1. Purpose & Scope
Unitic Creative Studio is a professional creative agency committed to delivering exceptional work and maintaining strong, respectful client relationships. We recognize, however, that issues may occasionally arise, and we believe every client deserves the right to have their concern heard and addressed in a structured, fair, and timely way.
This Complaints Procedure Document establishes the formal process by which Unitic Creative Studio receives, acknowledges, investigates, escalates, and resolves complaints. It applies to all clients across all services offered by the studio.
This procedure is designed to:
- Give clients a clear, accessible path to raise concerns
- Ensure complaints are handled consistently, professionally, and without bias
- Protect both the client and Unitic Creative Studio throughout the resolution process
- Drive continuous improvement in how we deliver services
This document should be read in conjunction with the Unitic Creative Studio Client Agreement & Policy Document, particularly the Refund Policy (Section 5) and Client Conduct Policy (Section 11).
2. What Constitutes a Complaint
A complaint is defined as any formal expression of dissatisfaction made by a client regarding the services, conduct, communication, or deliverables of Unitic Creative Studio, where the client is seeking acknowledgement, corrective action, or a resolution.
2.1 Examples of Valid Complaints
- A deliverable was completed in a manner that materially differs from the agreed and approved project brief
- A deadline was missed due to reasons within Unitic Creative Studio’s control, without prior communication
- A team member behaved unprofessionally, disrespectfully, or in an inappropriate manner
- Client communications were ignored or responded to outside of agreed timeframes without justification
- Confidential client information was handled improperly
- A billing error or incorrect invoice was issued
2.2 What Does NOT Qualify as a Complaint Under This Procedure
The following matters are governed by the Client Agreement & Policy Document and will not be processed as complaints under this procedure:
- Requests for refunds — Unitic Creative Studio operates an absolute no-refund policy
- Dissatisfaction with revision rounds already utilised within the agreed terms
- Disputes arising from the client’s own failure to provide information, feedback, or payment on time
- Requests to change or expand the project scope after sign-off
- General feedback or suggestions not related to a specific service failure
Raising a complaint does not entitle the client to a refund, suspension of payment obligations, or project cancellation without liability.
3. How to Submit a Complaint
To ensure your complaint is properly recorded and investigated, all formal complaints must be submitted in writing via email to our dedicated complaints address. Complaints raised through any other channel including social media, WhatsApp, phone call, or verbal communication will not be treated as formal complaints and will not be processed under this procedure.
3.1 Complaints Contact Details
| Complaints Email | complaints@unitic.co.za |
| Subject Line Format | COMPLAINT — [Your Name] — [Project/Service Name] |
| Submission Method | Email only — no verbal, WhatsApp or social media complaints accepted |
| Languages Accepted | English |
3.2 Information Required in Your Complaint
To allow us to investigate your complaint promptly and thoroughly, please include the following information in your email:
| # | Required Information | Details |
| 1 | Full Name | Your legal first and last name as on the signed agreement |
| 2 | Company Name | Business name if applicable |
| 3 | Contact Number | Best number to reach you if required |
| 4 | Project Reference | Project or service name you are complaining about |
| 5 | Date of Incident | When the issue occurred or when you first became aware of it |
| 6 | Description of Complaint | A clear, factual description of the issue you are raising |
| 7 | Desired Outcome | What resolution you are seeking from Unitic Creative Studio |
| 8 | Supporting Evidence | Attach any relevant screenshots, files, emails, or documents |
Incomplete complaints may result in delays. We will notify you if additional information is required before the investigation can proceed.
4. The Complaints Handling Process
All complaints follow a structured five-stage process to ensure consistency, fairness, and resolution. The stages are outlined below:
| Stage | Name | What Happens | Timeline | Output |
| 1 | Receipt | Client submits complaint via email to complaints@unitic.co.za with all required information. | Day 0 | Complaint logged |
| 2 | Acknowledgement | Unitic Creative Studio sends a formal acknowledgement email confirming receipt, reference number, and assigned handler. | Within 2 business days | Reference number issued |
| 3 | Investigation | The complaint is reviewed in full. Evidence is gathered, relevant team members are consulted, and the facts are assessed objectively. | Within 5 business days | Investigation report prepared |
| 4 | Resolution | A formal response is provided to the client outlining findings, the decision reached, and any corrective action to be taken. | Within 7 business days | Formal written response |
| 5 | Escalation (if needed) | If the client remains dissatisfied, the complaint is escalated to senior management for final review. | Within 5 additional business days | Final decision issued |
All timelines run from the date a complete complaint is received. Incomplete submissions will restart the clock from the date the missing information is provided.
5. Detailed Stage Breakdown
Stage 1 — Receipt & Logging
Upon receiving a complaint email at complaints@unitic.co.za, the following actions are taken immediately:
- The complaint is logged in our internal complaints register with a date, time, and client reference
- A unique complaint reference number is assigned (format: UCS-COMP-YYYY-###)
- The complaint is assessed for completeness if information is missing, the client is contacted within 1 business day to request the outstanding details
- The complaint is assigned to the appropriate team member or manager for handling
Stage 2 — Acknowledgement
Within 2 business days of receiving a complete complaint, Unitic Creative Studio will send a formal acknowledgement email to the client containing:
- Confirmation that the complaint has been received and logged
- The unique complaint reference number for tracking purposes
- The name of the assigned complaints handler
- An estimated timeline for the investigation and response
- Any additional information that may be required from the client
If you do not receive an acknowledgement within 2 business days of submitting a complete complaint, please follow up at complaints@unitic.co.za quoting your submission date.
Stage 3 — Investigation
All complaints are investigated thoroughly, objectively, and without prejudice. The investigation process includes:
- A full review of the complaint, supporting evidence, and all relevant project documentation
- Internal consultation with team members directly involved in the project or incident
- Review of all relevant communications, deliverables, agreements, and timelines
- Assessment of whether a service failure, conduct issue, or breach of agreed terms occurred
- Preparation of an investigation summary report for the complaints handler
During the investigation, additional information may be requested from the client. Clients are expected to respond to such requests within 48 hours. Failure to cooperate may delay or limit the investigation outcome.
Unitic Creative Studio will not accept verbal pressure, threats, or abusive conduct during the investigation process. Any such conduct will result in immediate suspension of the complaint review.
4 — Resolution & Formal Response
Once the investigation is complete, Unitic Creative Studio will issue a formal written response to the client. This response will clearly state:
- A summary of the complaint as received and investigated
- The findings of the investigation
- The decision reached, whether the complaint is upheld, partially upheld, or not upheld
- The rationale behind the decision
- Any corrective action Unitic Creative Studio will take (where applicable)
- Information on how to escalate if the client is not satisfied with the outcome
Possible Outcomes
| Outcome | Meaning | Action Taken |
| Complaint Upheld | We find that a service failure or conduct issue did occur. | Corrective action is taken — such as additional revisions, rework, or a formal apology. No refunds are issued. |
| Partially Upheld | Some aspects of the complaint are found to be valid, others are not. | We address the valid aspects with appropriate corrective action. |
| Not Upheld | The investigation finds no service failure or breach of agreement occurred. | The decision is communicated clearly with full reasoning. The complaint is closed. |
Corrective action will never include a monetary refund, as Unitic Creative Studio operates an absolute no-refund policy as stated in the Client Agreement.
Stage 5 — Escalation
If the client is not satisfied with the formal response issued at Stage 4, they may request escalation to senior management for a final independent review. The escalation request must be submitted in writing within 5 business days of receiving the Stage 4 response.
To escalate, the client must:
- Reply to the Stage 4 response email at complaints@unitic.co.za
- State clearly that they wish to escalate and why they believe the resolution was inadequate
- Provide any additional evidence not previously submitted
Senior management will conduct an independent review of the full complaint and all evidence. A final decision will be issued within 5 additional business days. This decision is final and represents the conclusion of Unitic Creative Studio’s internal complaints process.
The escalation review is a final internal process. The decision issued at escalation stage is binding and concludes Unitic Creative Studio’s obligations under this complaints procedure.
6. Service Level Agreement (SLA) — Response Timelines
The following response timelines apply to all complaints handled under this procedure. All timelines are measured in business days (Monday to Friday, excluding South African public holidays).
| Action | Timeline | Measured From |
| Acknowledgement of complaint | 2 business days | Date complete complaint received |
| Investigation completion | 5 business days | Date acknowledgement sent |
| Formal written response | 7 business days total | Date complete complaint received |
| Escalation final decision | 5 additional business days | Date escalation request received |
| Missing information request | 1 business day | Date incomplete complaint received |
| Client response to info request | 48 hours required from client | Date info request sent to client |
Unitic Creative Studio will make every effort to meet these timelines. In the event of exceptional circumstances that require additional time, the client will be notified with an updated estimated response date before the original deadline expires.
7. Conduct During the Complaints Process
Unitic Creative Studio is committed to treating all clients fairly and professionally throughout the complaints process. We ask the same of our clients.
7.1 Our Commitment to You
- Every complaint will be treated with equal seriousness regardless of the project value or client history
- Your complaint will be investigated impartially and without prejudice
- You will be kept informed of progress at each stage
- All information you provide will be kept confidential and used only for the purpose of resolving your complaint
- You will receive a clear, reasoned response at the conclusion of each stage
7.2 Client Conduct Requirements
During the complaints process, clients are expected to:
- Communicate in a professional, respectful manner at all times
- Provide accurate and honest information in support of their complaint
- Respond to information requests within the required 48-hour window
- Engage with the process in good faith
Unitic Creative Studio reserves the right to suspend or close a complaint without resolution if the client engages in abusive, threatening, or bad-faith behavior during the process. This includes attempts at fraudulent chargebacks or the spreading of malicious public statements during an active complaints investigation.
8. Vexatious, Frivolous & Repeat Complaints
Unitic Creative Studio is committed to a fair complaints process. However, we reserve the right to decline to investigate a complaint, or to close an investigation early, if the complaint is determined to be:
- Vexatious — raised with the intent to harass, pressurise, or cause harm rather than seek genuine resolution
- Frivolous — lacking a reasonable or substantive basis, or raised over trivial matters
- Repetitive — a resubmission of a complaint that has already been fully investigated and closed
- Abusive — submitted in a manner that is threatening, offensive, or designed to intimidate
Where a complaint is identified as vexatious or frivolous, the client will be notified in writing with an explanation of the decision. Unitic Creative Studio reserves the right to terminate the client relationship in such cases in accordance with the Client Conduct Policy.
9. Records & Data Management
Unitic Creative Studio maintains a formal complaints register that records all complaints received, their status, and outcomes. All records are kept securely and confidentially.
| Record Type | Retention Period |
| Complaint submissions | 3 years from date of complaint closure |
| Investigation records & evidence | 3 years from date of complaint closure |
| Formal responses issued | 3 years from date of complaint closure |
| Complaints register | Maintained indefinitely for pattern analysis and reporting |
All personal data collected during the complaints process is used solely for the purpose of investigating and resolving the complaint. Data will not be shared with third parties except where required by law.
10. Continuous Improvement
At Unitic Creative Studio, every complaint is treated as an opportunity to learn and improve. We conduct regular internal reviews of complaint trends, outcomes, and response timelines to identify recurring issues and prevent future service failures.
Actions that may result from complaints reviews include:
- Process improvements in how services are delivered or communicated
- Additional training or guidance for team members
- Updates to client agreements, templates, or communication protocols
- Changes to project management or timeline management practices
Unitic Creative Studio will update this Complaints Procedure Document as needed to reflect changes in our process. The current version will always be available to clients upon request or on our official documentation.
11. Quick Reference Summary
Use the table below as a quick guide to the complaints process:
| Question | Answer |
| Where do I send my complaint? | complaints@unitic.co.za |
| Can I complain verbally or on WhatsApp? | No — written email only |
| How soon will I hear back? | Within 2 business days (acknowledgement) |
| How long before I get a full response? | Within 7 business days of complete submission |
| What if I’m not happy with the response? | Request escalation to senior management within 5 business days |
| Will I get a refund if my complaint is upheld? | No — corrective action is taken but no refunds are issued |
| What info do I need to include? | Name, project details, description, date, desired outcome, evidence |
| Is my information kept confidential? | Yes — used only for complaint resolution |
| What subject line should I use? | COMPLAINT — [Your Name] — [Project/Service Name] |
At Unitic Creative Studio, your experience matters to us.
We are committed to resolving every concern with honesty, fairness, and professionalism.