We’re passionate about making your audiobook production experience as smooth, enjoyable, and stress-free as possible.
But if something doesn’t go to plan, we want to hear about it quickly so we can make it right.
We take every bit of feedback seriously and aim to resolve any concerns with fairness, transparency, and respect.
How to Make a Complaint
- Get in touch – Email us at hello@bengomedia.com with a short description of the issue, your project title, and any relevant details. Pop the following in the title bar of the message ‘Audiobook Complaint Procedure Activation’
What Will Happen
- Acknowledgement – We’ll confirm we’ve received your complaint within 3 working days.
- Investigation – We’ll review what’s happened, speak with any team members involved, and get back to you with our findings and next steps within 10 working days.
- Resolution – We’ll work with you to find a fair and reasonable solution that reflects the situation and helps put things right. Outcomes may include amending or re-recording parts of your audiobook, offering additional support at no extra cost, or in rare cases, providing a partial refund or goodwill gesture.
- Escalation – If you’re not happy with our initial response, you can ask for your complaint to be reviewed by a company director or, if that director is already involved in your project, by another director.
This policy stands alone and is designed to make it simple and straightforward to raise any concerns, without needing to refer back to your production agreement.