At Sellable Marketing Agency (hereinafter “SMA”, “we”, “us”, “our”), we are committed to maintaining transparent and professional relationships with our clients. This Grievance Policy outlines how concerns, complaints, or disputes with clients should be raised and how SMA will address them to ensure timely resolution.
1. Purpose
This policy provides a clear process for clients, partners, and stakeholders to report issues related to our services, communication, deliverables, billing, or any aspect of their engagement with SMA.
2. Scope of the Policy
This policy also applies to concerns relating to:
- All SMA clients;
- Prospective clients engaging with our services;
- Partners, vendors, and third-party collaborators;
- Client dashboard access;
- Staff portal interactions;
- File uploads and document handling;
- Platform communication records;
- User permissions and account access;
- Service automation workflows;
- Billing system activity;
- Technical platform availability;
- Security or account-related incidents.
It covers grievances related to service quality, timelines, project expectations, communication, and professional conduct.
3. Our Guiding Principles
We handle all grievances swiftly, transparently and promptly, maintaining the utmost confidentiality by protecting users' information at all times and dispensing objective assessments without bias.
4. Operational Expectations
To support efficient resolution of issues, clients and stakeholders are expected to:
- Communicate concerns professionally and respectfully.
- Provide accurate and complete information relating to the issue.
- Cooperate with reasonable requests for clarification or supporting documentation.
- Allow reasonable time for investigation, assessment, and response.
We reserve the right to pause, restrict, or decline handling raised grievances where:
- Abusive, threatening, discriminatory, or inappropriate conduct occurs.
- False, misleading, or manipulated information is submitted.
- The grievance falls outside the agreed service scope or contractual obligations.
- The issue relates to third-party platforms, systems, or services beyond our reasonable control.
5. How to Submit a Grievance
Clients are required to submit their concerns directly to SMA through our official channel: hello@sellablemarketing.com
Your message should include:
- Your full name or company name;
- Project or service concerned;
- Description of the issue; and
- Any supporting documents, screenshots, or evidence.
Where applicable, you are encouraged to also include:
- Relevant dashboard screenshots;
- Communication references;
- Invoice or transaction references;
- Timeline of events;
- Names of involved parties or departments.
Kindly note that incomplete submissions may delay the review process.
6. Resolution Process
Once a grievance is received, SMA follows a structured response workflow as outlined hereunder:
Step 1: Acknowledgement
We acknowledge receipt of your grievance within forty-eight (48) business hours.
Step 2: Review & Assessment
Your concern is reviewed by the relevant department and escalated to management if necessary. We may review platform activity logs, communication records, project timelines, file history, internal operational records, access history, scope documentation and approved deliverables for the purpose of investigating and resolving the matter fairly and accurately.
Step 3: Feedback & Proposed Resolution
A clear response outlining findings, next steps, and resolution options will be provided, depending on the complexity of the issue.
Step 4: Implementation
Agreed actions will be executed promptly, with follow-up communication to confirm closure.
Step 5: Closure
Once a resolution has been implemented or a final response has been issued, the grievance will be considered closed unless substantial new information becomes available.
Repeated submissions of previously resolved matters without new supporting evidence may not be reopened.
7. Service Scope and Technical Limitations
Clients acknowledge that:
- Digital services and online platforms may involve technical limitations, delays, interruptions, or third-party dependencies.
- Not all concerns constitute service failure, negligence, or contractual breach.
- Requests falling outside approved project scope, subscription terms, or agreed deliverables may require separate billing or approval.
SMA will make commercially reasonable efforts to address legitimate concerns but does not guarantee uninterrupted systems, instant resolutions, or outcomes dependent on third-party services.
8. Non-Retaliation
Raising a legitimate grievance will not result in discrimination, denial of service, or any form of retaliation.
9. Confidentiality and Internal Review
All grievances, investigations, communication records, and supporting materials may be documented internally for the following purposes:
- Compliance;
- Operational review;
- Staff training;
- Service improvement;
- Risk management;
- Legal protection.
SMA will make commercially reasonable efforts to handle grievances confidentially; however, information may be shared internally with relevant personnel, advisors, contractors, or legal representatives where necessary to investigate, resolve, or manage the matter appropriately.
All grievances are logged and reviewed internally to identify patterns and improve service delivery across all SMA departments.
10. Platform Records and Evidence
Where grievances relate to dashboard activity, communications, uploads, permissions, or platform usage, SMA may rely on system logs, account records, audit trails, communication history, timestamps and internal operational records as evidence during investigations and resolution processes.
Before initiating any legal action, regulatory complaint, chargeback, public dispute campaign, or external dispute resolution process, the client agrees to:
- Submit the grievance formally through hello@sellablemarketing.com
- Provide reasonable supporting evidence where applicable.
- Allow SMA reasonable opportunity and time to investigate and respond.
- Participate in good-faith efforts toward amicable resolution.
Failure to follow this process may affect SMA’s ability to investigate or resolve the matter effectively. Nothing in this policy removes either party’s legal rights under applicable law.