Complaints Procedure
We take all complaints seriously and are committed to resolving any concerns fairly, transparently, and as quickly as possible.
Our Approach
NAASS is a lead generation and digital marketing company. We work with businesses across the United Kingdom to deliver high-quality leads and marketing services. We hold ourselves to the highest professional standards and value the feedback of our clients, partners, and the public.
If you are unhappy with any aspect of our service, we want to hear from you. This complaints procedure explains how to raise a concern, what to expect from us, and how we will work to put things right.
How to Submit a Complaint
You can submit a complaint using any of the following methods. Please provide as much detail as possible, including your name, contact details, a description of your complaint, and any relevant reference numbers or supporting information.
Send your complaint to our dedicated complaints email address. We aim to acknowledge receipt within 24 hours.
complaints@naass.co.ukIn Writing
You may also submit your complaint in writing via our general contact form or by post to our London office.
info@naass.co.ukWhat Happens Next
Once we receive your complaint, we follow a clear and structured process to ensure it is handled properly.
Acknowledgement (Within 2 Working Days)
We will acknowledge your complaint in writing within two working days of receipt. Your complaint will be assigned a unique reference number and a dedicated point of contact.
Investigation (Within 10 Working Days)
A senior member of our team will investigate your complaint thoroughly. This may involve reviewing correspondence, speaking with relevant team members, and examining the services provided. We will keep you informed of progress.
Resolution (Within 15 Working Days)
We aim to provide a full written response within 15 working days of receiving your complaint. Our response will outline our findings, any action we have taken or propose to take, and the outcome of your complaint.
Complex Cases
If your complaint requires additional time to investigate, we will notify you within the initial 15-day period, explain why more time is needed, and provide a revised timeline. We will not exceed 30 working days without a full response.
Escalation Process
If you are not satisfied with the outcome of your complaint, you have the right to escalate the matter through the following steps.
Internal Review
Request a review by a senior manager who was not involved in the original investigation. Send your request to complaints@naass.co.uk with the subject line “Escalation Request” and your complaint reference number. We will complete this review within 10 working days.
External Mediation
If you remain dissatisfied after the internal review, you may refer the matter to an independent alternative dispute resolution (ADR) service. We will provide details of suitable ADR providers upon request. You also have the right to seek independent legal advice at any stage.
Regulatory Bodies
If your complaint relates to data protection or privacy, you may contact the Information Commissioner's Office (ICO) at ico.org.uk. For advertising-related concerns, you may contact the Advertising Standards Authority (ASA) at asa.org.uk.
Our Commitments
Fairness
Every complaint is investigated impartially and without prejudice.
Timeliness
We adhere to our stated response timelines and keep you updated throughout.
Respect
You will be treated with courtesy and your concerns taken seriously at every stage.
Improvement
We use complaints as an opportunity to learn and improve our services.
Contact Details
For any complaints or concerns, please contact us using the details below.
This complaints procedure was last updated in April 2026.
Need Help With Something Else?
If your query is not a complaint, our team is happy to help. Get in touch and we will point you in the right direction.
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