Commitment to customers

Understand what you need

We will listen to your goals, constraints and concerns before recommending work. We will explain how a proposed engagement addresses your needs, and be candid when a different approach or another specialist would be a better fit. You will have a named contact and know who is responsible for your engagement.

Make scope and pricing clear

Before paid work starts, we will agree the scope, deliverables, fees, applicable VAT, payment terms and delivery arrangements in writing. We will make assumptions, exclusions and your team's responsibilities clear, including any dependencies that could affect timing.

If needs change, we will explain the effect on cost, scope and timing and agree any additional paid work with you before proceeding. Website prices and timescales are guides subject to the assumptions shown and the agreement for your engagement.

Give honest, useful advice

We will distinguish evidence from assumptions and professional judgement, explain relevant limitations and make recommendations you can act on. We will not promise business results that we cannot guarantee. Where a potential conflict of interest could affect our advice, we will raise it with you.

Communicate and deliver responsibly

We will agree how and when to keep you informed, provide opportunities to ask questions and review work, and explain decisions in plain language. If a risk or delay emerges, we will tell you promptly, explain its impact and discuss the next steps.

We will check deliverables against the agreed scope before handover and explain how to use them. If something does not meet that scope, we will discuss it with you and agree an appropriate way to address it.

Make our services accessible and inclusive

We will treat customers and project participants with respect and discuss access requirements without making assumptions. Tell us if a different communication format, meeting arrangement or way of reviewing work would help you participate. We will work with you to agree reasonable adjustments and alternatives.

Our website accessibility statement explains the site's accessibility position and how to report a problem. Accessibility requirements for commissioned work will be agreed as part of the engagement, including the scope of any testing.

Handle information with care

We will respect the confidentiality of information shared for your engagement and agree how project materials can be accessed, used and shared. We will ask for your agreement before publishing work or identifying you in a new case study. Our privacy notice explains how we handle personal information from enquiries and website use.

Listen to feedback and resolve concerns

We welcome feedback during an engagement and after delivery. You can speak to your project contact, use the contact page or email me@andyscott.digital. For a complaint, use the subject CUSTOMER CONCERN and describe what happened, which engagement it relates to and what outcome you are seeking. Please avoid sending sensitive information unless we have agreed a suitable way to share it.

We aim to acknowledge concerns within five working days. We will review the information fairly, ask for clarification where needed and explain our response and any proposed remedy. If the review needs longer, we will give you an update and an expected response date. Raising a concern will not affect your right to be treated fairly.

Keep improving

We will use feedback and lessons from our work to improve our services and review this commitment as the business develops. The scope, responsibilities and support arrangements for each engagement are set out in its written agreement.