1.1 Purpose
Ascendia Prime is committed to professionalism, transparency and accountability. We take complaints seriously and aim to resolve concerns fairly, promptly and constructively.
This Complaints Policy explains how advertisers, publishers, partners, suppliers, consumers or other affected parties may raise a concern.
1.2 What This Policy Covers
This policy covers complaints relating to:
- Affiliate marketing activity.
- Publisher conduct.
- Advertiser or campaign management.
- Tracking, attribution or commission disputes.
- Retargeting, remarketing or advertising activity.
- Misleading advertising or disclosure concerns.
- Data protection or privacy concerns.
- Cookie or consent concerns.
- Brand safety concerns.
- Fraud, invalid traffic or suspicious activity.
- Service quality or communication issues.
- Breach of Ascendia Prime policies or partner standards.
1.3 How to Submit a Complaint
Complaints should be sent to:
Email: cs@ascendiaprime.com
Postal address: Ascendia Prime Media Ltd, Unit 13e, First Floor Office, 27 Town Square, Erith, Kent, United Kingdom, DA8 1SE.
Please include:
- Your name and contact details.
- Company name, if applicable.
- Details of the complaint.
- Relevant dates.
- Campaign, advertiser, publisher or transaction references, if available.
- Screenshots, links, emails or supporting evidence.
- The outcome you are seeking.
1.4 Acknowledgement
We aim to acknowledge complaints within 5 business days.
If the complaint is urgent, relates to suspected fraud, unlawful advertising, data misuse or consumer harm, we may prioritise it for faster review.
1.5 Investigation
We will review the complaint fairly and may:
- Request further information.
- Review tracking records, campaign data or communication history.
- Contact relevant advertisers, publishers, platforms or suppliers.
- Suspend activity while concerns are investigated.
- Assess whether policies, agreements or laws may have been breached.
- Take corrective action where appropriate.
1.6 Response Times
We aim to provide a substantive response within 20 business days where possible.
Complex matters, data protection issues, fraud investigations, cross-party disputes or technical investigations may take longer. If so, we will provide an update where appropriate.
1.7 Possible Outcomes
Depending on the circumstances, outcomes may include:
- Explanation or clarification.
- Correction of an error.
- Removal or amendment of marketing content.
- Tracking or reporting review.
- Commission validation or reversal review.
- Publisher warning, suspension or removal.
- Advertiser or campaign adjustment.
- Data protection response.
- Process improvement.
- No further action where the complaint is not upheld.
1.8 Escalation
If you are not satisfied with our response, you may request escalation by replying to our decision and explaining why you disagree.
Escalated complaints will be reviewed by a senior member of the team where appropriate.
1.9 Data Protection Complaints
If your complaint relates to personal data, privacy or cookies, you may also contact our privacy team at: cs@ascendiaprime.com
You may also have the right to complain to the UK Information Commissioner’s Office or another relevant authority.
1.10 Advertising Complaints
If your complaint relates to advertising content, affiliate disclosure or marketing transparency, you may also have the right to contact the relevant advertising regulator.
We encourage complainants to contact us first so we can investigate and resolve concerns directly where possible.
1.11 No Retaliation
Ascendia Prime does not tolerate retaliation against anyone who raises a genuine concern in good faith.