Feedback Policy
How to tell us something is wrong, what happens after you do, and how long it takes. Including the parts most agencies leave vague.
The short version
Email sharia@evariko.com or say it on a call. We acknowledge everything within one business day and tell you what we are going to do about it within five. Complaints go straight to Sharia, because on a team this size there is nobody more senior to escalate to and pretending otherwise wastes your time. Raising a problem will never affect your service or standing. We would rather hear it early and badly phrased than late and polite.
Everything below explains how this works in practice, including what happens if we disagree.
Purpose and scope
Most agency relationships fail quietly. The client notices something is off in month two, decides it is not worth the awkwardness of raising it, and cancels in month six. Nobody argues. Everybody loses.
This policy exists to make raising something the easy option. It sets out where to send feedback, how quickly we respond, who handles it, and what happens if you are not satisfied with our answer.
It applies to everyone ... active clients, past clients, people considering working with us, and readers who spotted an error in one of our guides. You do not need to be paying us to tell us something is wrong.
The version of this we actually mean
If you are unhappy and have not said so, the work is already going wrong and we do not know it. Tell us badly, tell us bluntly, tell us at an inconvenient moment. Any of those beats not telling us.
Channels that actually get read
Every route below reaches a person, not a ticketing queue. Use whichever is least effort for you.
The best route for anything detailed, and the one with a written record. sharia@evariko.com
Phone or WhatsApp
For anything time-sensitive or easier said than written. +880 1999 282277
Your regular call
Clients on a retainer have a scheduled review call. Raising something there is completely normal and expected.
Contact form
Use the contact page if you would rather not email directly, including anonymously.
If you spotted a factual error in one of our published guides, email is best and please include the URL. We correct errors and note the correction on the page rather than quietly editing.
Nothing is too small or too blunt
- The work itself. Content that missed the mark, a strategy you do not agree with, a deliverable that was not what you expected.
- Communication. Replies too slow, updates too vague, reports you do not understand or do not find useful.
- Results. Progress slower than you hoped, or numbers you cannot reconcile with what we have told you.
- Process. Onboarding friction, an approval workflow that does not fit how your team operates, invoicing that creates work for you.
- Errors in our published guides. If something we teach publicly is wrong or out of date, we want to know.
- What is working. Genuinely useful, not just pleasant to hear ... it tells us which parts to protect when we are deciding where to spend time.
You do not need to diagnose the problem
"The last three articles did not feel right and I cannot say why" is useful feedback. Working out the cause is our job, not yours. Do not sit on something because you cannot articulate it precisely.
The process, end to end
We acknowledge it
Within one business day you get a reply from a person confirming we have it and who is dealing with it. Not an autoresponder.
We work out what actually happened
We look at the work, the brief, the timeline and our own process before responding on substance. Sometimes this means admitting we got it wrong. Sometimes it means explaining a decision we still think was right.
We come back with a plan
Within five business days you get a written response: what we found, what we are changing, and by when. If the issue needs longer to investigate, we tell you that within the same five days rather than going quiet.
We do it
Rework at no charge where we got it wrong. A process change where the process caused it. An honest explanation where we disagree with you, rather than compliance we do not believe in.
We close the loop
We come back to confirm it is resolved to your satisfaction. If it is not, it stays open. A matter is not closed because we have decided it is.
What you can expect, and why
Why we do not promise four hours
Our clients are spread across the UK, US, Canada and Europe, so a four-hour guarantee would mean either someone awake at 3am or a promise we quietly break. We commit to same business day for urgent issues, in your working hours ... a slower number we will actually hold.
Resolution is separate from acknowledgment. Acknowledgment is fast. Fixing something may take a day or several weeks depending on what it is. We tell you which it looks like as soon as we know, and we do not go quiet in between.
Complaints
A complaint goes to Sharia directly. There is no account manager layer to get past and no ticket to be triaged. On a team this size, that is simply where it lands.
We say this plainly because the alternative is worse. A three-tier escalation ladder that leads to the same person at every level is theatre, and it costs a frustrated client two extra weeks before they reach someone who can act.
What we do when we got it wrong
- Say so. Plainly, without hedging or blaming an algorithm update that had nothing to do with it.
- Fix it at our cost. Rework, redo, or restructure. You do not pay twice for work that missed.
- Change the thing that caused it. If a process let it through, the process changes, not just this instance.
- Tell you what changed. So you can judge whether the fix was real.
No retaliation, and we mean it operationally
Complaining does not affect your service, your priority, your pricing or how we speak to you. If anything, an account that has raised a problem gets closer attention afterwards, not less.
When we do not think you are right
Sometimes a client asks for something we believe will make results worse. Adding keywords that dilute a page. Publishing faster than quality allows. Chasing a term that will not convert.
We will tell you we disagree, explain why, and show the reasoning. Then, if you still want it done and it is not dishonest or harmful to your site, we do it and record that we advised otherwise. It is your business.
What we will not do is agree in the meeting and quietly not do it, or say yes to avoid friction. Both are more common in this industry than outright disagreement, and both are worse for you.
If a disagreement cannot be resolved and it makes the engagement unworkable, either of us can end it under Section 05 of our Terms of Use. That is a reasonable outcome, not a failure.
Who sees what you tell us
- Internal only. Feedback is seen by the people working on your account and nobody else.
- Never shared externally. We do not discuss your feedback with other clients, partners or anyone else without your written consent.
- Stored securely. Feedback records live in access-controlled files, handled as described in our Privacy Policy.
- Anonymised when it drives change. When a pattern across several clients prompts a process change, the pattern is what we act on. Identifying details are stripped.
- Retained 24 months, then deleted. You can ask for earlier deletion at any time.
We ask before we publish anything
Positive feedback is not automatically a testimonial. If we would like to quote something you said, we ask first, show you exactly how it will appear, and let you edit or decline it. No pressure and no consequence either way.
You can withdraw permission for a published quote at any time and we will remove it. You do not have to explain why.
We will not write it for you
Some agencies draft the testimonial and ask the client to approve it. We do not. A quote you did not write is not evidence of anything, and anyone reading carefully can tell.
Six things we hold ourselves to
We read it without defending first
The instinct to explain why you are wrong gets held back until we have understood what you said.
We reply within the stated time
Or tell you why we cannot, before the deadline rather than after it.
We change something
Feedback that produces no change was not acted on, whatever we said at the time.
We close the loop
You hear what changed. A fix you never learn about is indistinguishable from no fix.
We look for patterns
The same complaint from two clients is a process problem, not two incidents. We review quarterly.
We keep it private
What you tell us stays between us, published nowhere without your explicit consent.
Common questions
Can I give feedback anonymously?
Yes, through the contact form without your name. It limits what we can do ... we cannot investigate a specific deliverable or come back to you ... but we would rather have anonymous feedback than none.
Will complaining affect my service?
No. Your pricing, priority and standing are unaffected. We treat a complaint as information about our process, not as conflict.
What if I am not satisfied with your response?
Say so and it stays open. We will not close a matter because we consider it answered. If we genuinely cannot agree, either of us can end the engagement under our Terms of Use, which is a cleaner outcome than a relationship where you no longer trust the work.
Is there someone above Sharia to escalate to?
No, and we would rather say so than invent a tier. Complaints reach the person who decides how the business runs on the first attempt. That is the advantage of working with a small team, and it only holds if we are honest that the ladder has one rung.
I am not a client. Can I still send feedback?
Yes. If you spotted an error in a guide, found something confusing, or had an experience with us that fell short, we want to hear it. Everything in this policy applies to you too.
Do you actually change anything, or just acknowledge it?
Fair question and the honest answer is that you should judge us on it rather than take our word. When we change something because of your feedback, we tell you what changed and when. If we tell you nothing changed, we have not acted, whatever the acknowledgment email said.
How often is this policy reviewed?
At least once a year, and whenever our process changes materially. The effective date at the top reflects the current version, and we email active clients about significant changes.
Something to tell us?
A correction, a concern, or a suggestion. It does not need to be polished or diplomatic ... it just needs to reach us.
© Evariko, 2026. All rights reserved. This policy was last reviewed on 1 October 2026.