Customer Service

Service Levels

We recognise that the success of our company depends on looking after the best interests of our customers and treating them fairly at all times. We are committed to offering our customers the highest possible standards of service so our commitment is to:

  • provide you with clear information about the products and service we offer, including pricing
  • ascertain your individual requirements before recommending a product
  • not recommend a product that does not suit your needs
  • encourage you to ask if there’s something you don’t understand
  • look after your requirements before, during and after you have taken our services
  • ensure you are advised when any product is due for renewal
  • aim to respond to any complaints as quickly as possible but in no less than two working days

Please contact Spark Digital Marketing Ltd using one of the contact methods below, outside of office hours please email us at We will to respond to all points of contact within 2 business days and aim to resolve any issues you have within 5 business days.

Complaints & Appeals

We appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made.

We aim to do this quickly and efficiently.

Stage 1: Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

Telephone: 01702 681000

Stage 2: Escalating your issue

If the agent helping you is not able to assist please ask to speak to a manager. If a manager is available they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours. Managers do however attend meetings and may not be available at that time. If a manager is not available, please provide your contact details to a member of staff and our management team will be in touch. Our aim is to respond to all escalated complaints within 2 working days.

Stage 3: Raising an Appeal

If after discussing any concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you can lodge an appeal by writing to the below address, detailing your account details and the outstanding complaint.

Customer Support
Spark Digital Ltd
Studio A
11 Ashleigh Drive
Leigh on Sea