Support
Complaints procedure
Things occasionally go wrong. When they do, this is exactly what happens, who reads it and how long it takes.
- Step 1 · Within 1 working day
Stage one — your publication manager
Tell your named publication manager what has gone wrong. Most issues — a missed date, a proof error, an unclear invoice line — are resolved here, usually the same day.
- Step 2 · Acknowledged in 2 working days, answered in 10
Stage two — formal written complaint
Email complaints@quillandmark.co.uk with your order number and a description of the problem. A director who was not involved in your project reviews the file and replies in writing with findings and any remedy offered.
- Step 3 · Within 30 days
Stage three — independent review
If our answer does not settle matters, you may refer the dispute to the Chartered Trading Standards Institute approved ADR scheme, or to the Society of Authors if you are a member. Data protection complaints go to the Information Commissioner's Office.
What we promise
We keep a written record of every complaint, review them quarterly, and publish the headline numbers in our annual author report. No complaint affects the priority of your title in production, and no author has ever been dropped for making one.