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Let us fix it.

In the first instance, please contact us and describe your concern as clearly as you can. Include:

• Your name and contact details
• The date and nature of the issue
• What outcome you are seeking
• Any relevant supporting information or documentation

We will acknowledge your complaint within 2 working days and assign it to the most appropriate person — usually the director or the team member responsible for your project. We will:

• Review all relevant records and communications
• Contact you if we need further information
• Provide a written response setting out our findings and, where appropriate, what we will do to put things right

If you remain unhappy after our formal response, you can escalate your complaint to the director directly by writing to hello@oldstreet.media marked for the attention of the Director. We will review the matter afresh and provide a final position within a further 10 working days.

If your complaint relates to how we have handled your personal data, you have the right to complain directly to the Information Commissioner's Office (ICO) at any time:

For complaints about the quality or delivery of creative services, we will always seek to remedy the situation. Depending on the nature of the issue, this may include a re-shoot, amended deliverables, partial refund or credit against future work. Our contracts set out specific terms relating to revisions and delivery, and these will inform our response.