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Level 4, 15 Moore Street, Canberra, ACT 2601, Australia

Complaints

Our service is built on ensuring all our clients are pleased with our work. In the rare event of client dissatisfaction, we offer a clear and professional complaints procedure, aimed at delivering a positive outcome.

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Your satisfaction is our priority

Capstone Editing prides itself on its exceptional standards of editing and quality control. Our editors and client support staff work tirelessly to ensure clients are satisfied with the quality of our work. However, we recognise that problems may arise from time to time and, for that reason, we have a clear complaint resolution process. In the unlikely event that a client does have a complaint, we aim to resolve it fairly, quickly and professionally.

Please note that if you find a few errors in your edited document, there is no need to make a complaint. Our Quality Guarantee means that you can simply contact us, point out the errors, and we will correct them for you immediately and free of charge.

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Complaints procedure

If you wish to make a complaint, we ask that you follow our formal complaints procedure, as explained below. You may also like to review our terms and conditions.

  • The client should first review our terms and conditions.
  • The client then completes the complaint form on this page.
  • Both our Head Editor and our Assistant Director or Quality Assurance Manager will independently review your edited document and any supporting documents or information that you provide. They will then compare their findings on the number and type of errors in your document, determine the corrective action required and communicate this to your editor.
  • You will be informed of the outcome of the review as soon as possible (within two business days).
  • Our corrective action begins immediately. This may include: 1) correction of identified errors, 2) a partial re-edit, 3) a full re-edit or 4) no action.
  • We take all complaints very seriously. Our Quality Assurance Manager will devise and implement a strategy to ensure similar complaints do not arise in the future.

Submit a complaint

Complaint details