Complaints Procedure

At Brighter Comms, we take pride in delivering work that exceeds expectations and are committed to providing a quality service to all of our clients.

If for any reason you are not entirely satisfied with any aspect of the service you have received from us then we would like you to let us know.

How to register a problem

Step 1

We encourage you to raise your problem with your client account manager in the first instance. It is important your account manager is made aware of your concerns and are given the opportunity to put things right.

Step 2

If you have already discussed your problem with your account manager but are not satisfied with the response you have received, please contact our Managing Director Sara Robinson in one of two ways:

  • Via the telephone on 07720 634537 . She is available to take calls at any time. If you reach voicemail please leave a message and she will get back to you within 24 hours. 
  • Via email on sara.robinson@brightercomms.co.uk

Please be prepared to provide all the facts regarding your problem, including details of conversations you have already had so we are able to conduct a full investigation.

When we receive details of your problem we undertake to:

  • Deal with your problem fairly, confidentially and effectively

  • Acknowledge your problem within two working days and provide a likely timescale for resolution

  • Fully investigate your comments and keep you regularly informed of the actions we are taking

Chartered Institute of Public Relations Code of Conduct

All of our team are members of the Chartered Institute of Public Relations, and as such we agree to abide by its Code of Professional Conduct.  If you believe we may have breached the Code, there is a procedure in place to make a complaint. This is why we believe it makes sense to hire a PR agency where all staff are CIPR Members.

In such an event, you can contact Martin Horrox, Regulatory Consultant, at martinh@cipr.co.uk, on 07974 964639, or by letter to:

Chartered Institute of Public Relations, 52-53 Russell Square, London, WC1B 4HP

Martin Horrox will advise you on the various stages of a Complaint. He is your contact point with the CIPR throughout.

We are proud that we have never had to use either our internal complaints procedure, nor been subject to the CIPR complaints procedure. However, both are there to provide full peace of mind for clients.