If you are unhappy with your report or how we have handled your project, tell us. Raising a complaint never affects the work we do for you.
Stage 1 — tell us
Email info@xrlp.digital with your order number and what went wrong. We acknowledge within 2 working days and give a substantive response within 10 working days.
Stage 2 — escalation
If our response does not resolve it, ask for escalation. A senior reviewer who was not involved in your project will look at it again and respond within 15 working days.
Stage 3 — independent review
If we still cannot agree, we will discuss independent mediation with you and share the options available in your jurisdiction.
What to include
- Your order number
- What you expected and what you received
- Any correspondence relevant to the issue
- What outcome you are looking for
Technical disagreements
If your complaint concerns the technical content of a report, it goes directly to the reviewing acoustic consultant, who will respond with reasoning and references to the standard applied.
If you are still not satisfied
If our final response does not resolve things, you keep every right you had before you complained. Nothing in this procedure limits your statutory rights, your right to raise the matter with a relevant professional body, or your right to take the matter further.
How we handle complaints internally
Every complaint is logged, and complaints about technical content are reviewed by the acoustician who signed the report. We look at whether the same issue has come up before, because a repeated complaint usually points at something in our process rather than at one report.