Customer Care
A clear, three-stage process. Most concerns are resolved quickly at the first stage.
Stage 01
Most issues are best resolved by talking them through quickly. Please contact me directly by email or phone with a brief description of the issue and what outcome you'd like. I will acknowledge your message within 2 business days and aim to resolve informal matters within 10 business days.
Stage 02
If informal resolution doesn't fully address your concern, you may request a formal review. Send a written summary to hello@alderstoneprojects.co.uk marked 'Formal Complaint'. I will review the matter in detail, refer to the written project scope and correspondence, and respond in writing within 14 business days with proposed resolution steps.
Stage 03
If you remain unsatisfied after the formal review, you may request a final position in writing. I will provide a final written response confirming the studio's position and outlining any remedies offered. You retain the right to seek independent advice, alternative dispute resolution where applicable, or to pursue the matter through the courts of England and Wales.
How to contact me: hello@alderstoneprojects.co.uk · +44 7345 133580 · AlderStone Projects, 45 Tinsley Road, London, E1 3DA, United Kingdom.