Complaints Process
Last updated: October 9, 2026
If something is not right, tell us in writing. We acknowledge every complaint within one business day, investigate it, and send a full written response within 14 business days.
How do I raise a complaint?
Email support@columbiapublication.com with "Complaint" and your book title in the subject line. Tell us what happened, which stage of your project it concerns, and what you would like us to do. You can also call +1 (703) 997-9787, and we will confirm the details back to you in writing.
What happens next?
- Acknowledgement within one business day. You receive a reference and the name of the person handling your complaint.
- Investigation. A senior manager reviews your project file, the written agreement, the approvals on record and the messages exchanged.
- Full written response within 14 business days. It sets out what we found and what we will do: correct the work, redo it within the agreed scope, or refund under our refund policy.
- Escalation to a director. If you are not satisfied, reply with "Escalate". A company director reviews the complaint and the response, and replies in writing.
- If it is still unresolved. Our terms provide for 30 days of good-faith negotiation, then binding arbitration under the American Arbitration Association rules if both parties agree. You keep your right to raise a dispute with your card issuer or payment processor.
What we commit to
- Every complaint is recorded with its outcome.
- Raising a complaint never affects how your project is handled.
- Your rights, accounts, ISBNs and files stay yours throughout, whatever the outcome.
Columbia Publishing LLC, trading as Columbia Publication. 1550 Wilson Blvd, Arlington, VA 22209, USA.