Complaints Procedure

Complaints Procedure

We take all complaints seriously and are committed to resolving any issues as quickly and fairly as possible. If you are unhappy with any aspect of the service you have received from BWAR in relation to your domain registration or management, please follow the procedure below.

Step 1: Contact Us

In the first instance, please raise your complaint directly with our team:
Email: hello@bwar.co.uk Phone: 01782 906093 Post: BWAR Limited, 51 Upper Huntbach Street, Stoke-on-Trent, ST1 2BX
Please include your domain name, a description of the issue, and any relevant details that will help us investigate.

Step 2: Acknowledgement

We will acknowledge your complaint within 2 working days of receipt. We will confirm who is handling your complaint and provide an expected timeframe for resolution.

Step 3: Investigation and Resolution

We aim to resolve all complaints within 10 working days. If your complaint requires further investigation and we are unable to meet this timeframe, we will contact you to explain the reason for the delay and provide a revised resolution date. Once we have completed our investigation, we will contact you with our findings and any proposed resolution.

Step 4: If You Remain Unsatisfied

If you are not satisfied with our response, you may raise your complaint with Nominet, the registry operator for .UK domain names. Nominet operates a process for handling complaints about registrars and uses this information as part of its monitoring of registrar compliance with the .UK Registry-Registrar Agreement.

You can find details of how to complain to Nominet about a registrar at https://nominet.uk/complaints/, or contact Nominet using the details published on their website.

Listen to what people who use us, have to say…

See what people say who trust us. Here are some of the latest Google Reviews. 

 
 
 
 
  GOOD  
 Google star 1Google star 2Google star 3Google star 4Google star 5.0.3 
 Based on 120 reviews 
  
 
 
 
 
 
 
 
  
 
 
 
 Posted on Google  
 
 James Fagg profile picture 
 
 
 James Fagg 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Fantastic service from Craig and the team at BWAR. Very flexible with bespoke custom built software options. Did a really good job at scoping our website and turnaround time was great. Highly recommend.
  
 
  
 
 
 
 Posted on Google  
 
 Charlotte Green profile picture 
 
 
 Charlotte Green 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Highly recommend BWAR! Craig and his team are incredibly friendly, helpful, and so knowledgeable when it comes to custom built software. A special thanks to Craig for always taking the time to explain our website functionality in a way that actually makes sense. It’s been a pleasure working with them!
  
 
  
 
 
 
 Posted on Google  
 
 Jack Moore profile picture 
 
 
 Jack Moore 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Craig and the team have been fantastic from start to finish. The service has been consistently outstanding, professional, and reliable. I wouldn’t use anybody else and have recommended them to a number of friends, all of whom have been just as well looked after. Highly recommended!!!
  
 
  
 
 
 
 Posted on Google  
 
 shane sanderson profile picture 
 
 
 shane sanderson 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
The help and support given by the team at BWAR made our journey possible. We would recommend them to anyone wanting a company they can trust and rely on to deliver.
  
 
  
 
 
 
 Posted on Google  
 
 s s profile picture 
 
 
 s s 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
First class service, start to finish. They really went the extra mile to deliver on time - couldn't be more happier!
  
 
  
 
 
 
 Posted on Google  
 
 Anne profile picture 
 
 
 Anne 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
I was looking for some advice on AI tools that could help improve certain areas of my business and wasn’t sure what would be best to use. Craig kindly provided some guidance and recommended a few tools that suited my specific needs. His advice was really helpful and I really appreciated him taking the time to help. I would highly recommend BWAR to anyone looking for support or advice in this area.
  
 
  
 
 
 
 Posted on Google  
 
 joe daly profile picture 
 
 
 joe daly 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Michael did a great job of our new website it was our first website so I was nervous but Michael helped me every step of the way I would highly recommend using this company the website is perfect
  
 
  
 
 
 
 Posted on Google  
 
 Tim Everett profile picture 
 
 
 Tim Everett 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Very helpful and easy company to deal with. I personally dealt mainly with a gentleman called Aaron who was always happy to help. Would recommend BWAR.
  
 
  
 
 
 
 Posted on Google  
 
 Cabability Ltd profile picture 
 
 
 Cabability Ltd 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
BWAR created our new website and we couldn’t be happier with both the design journey and the aftercare. Huge thanks to Sam for always being on hand. A brilliant team that really understands our unique business and brought it to life with a great website.
  
 
  
 
 
 
 Posted on Google  
 
 Lee Harrington profile picture 
 
 
 Lee Harrington 
 
 
 
 Google star 1Google star 2Google star 3Google star 4Google star 5 
Have worked closely with Aaron and his team over the last 2 years and couldn't fault them one bit. Brand new website has taken my business to the next level!

Frequently Asked Questions

What services does BWAR offer?

BWAR provides professional web design, SEO, and digital marketing services for businesses across the UK. We focus on building high-performing websites that generate leads and improve Google visibility.

Where is BWAR based?

BWAR is a UK-based digital agency working with businesses in the West Midlands, and across the UK.

Do you offer web design services?

Yes. BWAR designs and develops custom, mobile-friendly websites that are fast, secure, and optimised for search engines and conversions.

Can you help my business rank higher on Google?

Yes. BWAR offers SEO services including technical SEO, on-page optimisation, content creation, and local SEO to improve Google rankings and Google Business Profile visibility.

Do you work with local businesses?

Yes. BWAR works with local service-based businesses and national brands. We specialise in local SEO strategies that help businesses appear more prominently in Google Search and Google Maps.

How long does it take to build a website?

Most websites are completed within 4–6 weeks, depending on the size and complexity of the project. Timelines are agreed before work begins.

Do you provide ongoing support after launch?

Yes. BWAR offers ongoing website support, SEO retainers, and digital marketing services to help maintain performance, security, and visibility.

How do I get a quote?

You can request a quote by contacting BWAR through our website. We’ll discuss your goals and recommend the most suitable solution.

Our Latest Tips and Tricks

We’re an active bunch of bloggers, and we like to put regular content on topics such as web design, search engine optimisation and social media etc.

  • How to Market Your Local Business

    Marketing a local business doesn’t need to mean competing on the same scale as national brands, it means being genuinely visible and appealing to the people who are actually nearby and likely to buy.

    Getting your Google Business Profile right is one of the highest-impact, lowest-cost things a local business can do. Accurate opening hours, genuine photos, and a steady flow of real reviews all help you appear more often, and more convincingly, in local search results.

    Local SEO matters alongside this. A website with clear information about the areas you serve, the specific services you offer, and content that answers the questions your customers are actually searching for will consistently outperform a generic one-size-fits-all site.

    Social media works best for local businesses when it feels genuinely local, sharing real work, real customers where appropriate, and community involvement tends to build far more trust than generic stock content ever will.

    Word of mouth still matters enormously for local businesses, so actively encouraging happy customers to leave a review or refer a friend is worth building into how you operate, rather than hoping it happens naturally.

    Local partnerships and sponsorships, whether that’s a local event, a sports team, or a community group, can also raise awareness in a way that feels authentic rather than like an advert, particularly in smaller towns where reputation travels quickly.

    None of this needs to happen all at once. Getting the fundamentals right, your Google profile, your website, and consistently good service, tends to matter more than any single clever marketing tactic.

    If you’d like help putting these into practice, we offer SEO services, social media management, paid advertising and web design specifically for local businesses across Staffordshire. You can also read our guide on Google Business Profile SEO for more on getting your local presence right.

    Read more

  • Google Tests Clickable Hyperlinks in Search Ad Descriptions

    Google appears to be testing a new format for Search ads that adds clickable hyperlinks directly within the ad description text, rather than only in the main headline.

    The test was first spotted by PPC marketer Nayan Prakash, who noticed selected words or phrases within an ad’s description showing up as hyperlinks. Clicking the highlighted text takes users to the same landing page as the main ad headline, rather than a separate destination.

    It’s been suggested that Google may be dynamically choosing which text to hyperlink based on a user’s specific search intent, though Google hasn’t confirmed exactly how the feature works or whether it will roll out more widely.

    This builds on previous Google Ads tests that introduced ‘Learn more’ and ‘Read more’ links within ad formats, but marks the first time Google has been seen turning existing description text itself into clickable anchor links.

    If this rolls out beyond the current test, it could give advertisers another lever to think about when writing ad copy, since the specific phrasing used in a description may end up doing more work in driving clicks than before.

    For now, it’s worth keeping an eye on this as a test rather than a confirmed change, but it’s a good reminder that even small interface changes to ad formats can meaningfully affect click-through rates once rolled out at scale.

    For businesses keeping a close eye on paid search changes, our paid ads management service keeps campaigns up to date with the latest Google Ads formats and features. You might also find our comparison of SEO vs Google Ads useful when planning your search strategy.

    Read more

  • 10 Facebook Marketing Mistakes

    Facebook remains one of the most widely used platforms for small and medium businesses, but a surprising number of accounts make the same avoidable mistakes that quietly hold back their results.

    1. Posting without a clear goal. Posting for the sake of staying active, rather than working towards awareness, enquiries or sales, tends to produce content that doesn’t really move the needle either way.

    2. Ignoring comments and messages. Facebook is a two-way platform, and slow or absent responses signal to both customers and the algorithm that a page isn’t actively managed.

    3. Over-promoting, under-engaging. A feed that’s entirely sales pitches tends to get tuned out. A mix of genuinely useful, interesting or entertaining content performs better and keeps people around long enough to see the offers too.

    4. Neglecting video content. Video consistently outperforms static images in reach and engagement on Facebook, yet many business pages still rely almost entirely on photos and text.

    5. Boosting posts without a strategy. Throwing budget at a post because it’s doing well organically isn’t the same as running a properly targeted ad campaign with a clear objective and audience.

    6. Ignoring Facebook Insights. The platform provides genuinely useful data on what’s working and what isn’t, yet it’s one of the most underused tools available to businesses already on the platform.

    7. Inconsistent posting. A burst of activity followed by weeks of silence does more harm than a steady, modest posting schedule maintained consistently over time.

    8. Poor targeting on ads. Broad, untargeted campaigns waste budget reaching people who were never likely to convert in the first place.

    9. No clear call to action. Posts and ads that don’t tell someone what to do next, whether that’s visiting a website, messaging the page, or making a booking, leave engagement without a next step.

    10. Not tracking results properly. Without proper tracking in place, it’s difficult to know which posts or campaigns are actually contributing to real business outcomes rather than just likes and shares.

    Avoiding these mistakes won’t guarantee viral content, but it puts a business in a far stronger position to get genuine, measurable value from the time and budget spent on Facebook.

    If you’re looking to improve your social media results alongside getting the basics right, our social media management services and paid ads management can help take your Facebook marketing further. You might also find our guide on how to market your local business useful alongside this.

    Read more

  • Google Is Moving GBP Q & As to AI Generated Answers

    Google is quietly changing how Questions & Answers work on Google Business Profiles (GBP) – and it’s a big deal for local SEO.

    Instead of relying on user-submitted questions and manual responses, Google is increasingly auto-generating Q&As using AI, pulling answers directly from content it finds on your website and across the web.

    That shift has one major implication for businesses:

    If Google can’t clearly understand your website content, it will guess.

    And guessing isn’t always good for accuracy, trust, or conversions.

    What’s Changing with Google Business Profile Q&As?

    Historically, GBP Q&As worked like this:

    • Users asked questions on your business listing
    • Anyone could answer (including competitors)
    • Businesses had to monitor and reply manually

    Google is now moving towards:

    • AI-generated answers
    • Answers sourced from your website content
    • Reduced reliance on visible user-submitted Q&As

    This aligns with wider changes such as AI Overviews, Search Generative Experience, and Google’s increasing focus on structured, machine-readable content.

    Where Does Google Get These AI Answers From?

    Google’s AI systems pull information from multiple trusted signals, including:

    • Your website copy
    • Page headings and body content
    • Structured data (schema markup)
    • Authoritative third-party mentions
    • Consistent information across the web

    If your site doesn’t clearly answer common customer questions, Google may surface:

    • Incomplete answers
    • Outdated information
    • Mixed messaging from external sources

    Why an FAQ Section Is Now Critical

    A dedicated FAQ section gives Google exactly what it needs: clear, direct answers written in your own words.

    1. You Control the Narrative

    FAQs allow you to define:

    • Your services
    • Who they’re for
    • Pricing expectations
    • Lead times
    • Locations covered
    • What makes you different

    Without FAQs, Google may fill in the gaps for you.

    2. FAQs Are Perfect for AI Consumption

    FAQ content is:

    • Question-based
    • Concise
    • Context-rich
    • Easy for AI systems to summarise

    This makes FAQs ideal for AI-generated GBP answers, voice search, featured snippets, and AI Overviews.

    3. FAQs Strengthen Local SEO

    Well-written FAQs help:

    • Match long-tail and conversational queries
    • Reinforce topical authority
    • Improve local relevance
    • Support your Google Business Profile indirectly

    For example:

    “Do you offer web design services in Birmingham?”

    That single question supports service relevance, local intent, AI-generated GBP answers, and user confidence.

    4. Fewer Incorrect Answers on Your GBP

    As GBP Q&As become more automated:

    • You won’t see every generated answer
    • You may not be able to edit them easily
    • Errors can persist if your website content isn’t clear

    An FAQ section acts as a reliable source of truth that Google can consistently reference.

    What Makes a Good FAQ Section in 2025?

    To support AI-driven search and GBP answers effectively, your FAQs should:

    • Use natural, human language
    • Answer real customer questions
    • Be indexable and crawlable
    • Include internal links to relevant services
    • Be kept up to date
    • Use FAQ schema where appropriate

    Where possible, create service-specific FAQ sections, not just one generic page.

    The Takeaway

    Google is no longer just ranking websites – it’s extracting answers from them.

    If you want accurate, helpful, conversion-friendly answers appearing on your Google Business Profile, your website needs to clearly and confidently answer customer questions.

    Because if you don’t provide the answers, Google will.

    For more on optimising your Google Business Profile, see our dedicated guide on Google Business Profile SEO. You can also read about how AI search is changing SEO and what you can do about it, and our guide on what GEO is and how it differs from traditional SEO.

    Read more

  • GEO vs. SEO — Why Your Foundation Still Matters

    Digital marketing never stands still — and generative AI has been one of the biggest shifts yet. Learn why SEO is still essential and how GEO complements it.

    The New Search Landscape

    To stay visible online, it helps to understand the difference between SEO and GEO.

    What is SEO?

    SEO helps your website show up in traditional search results — the familiar list of links on Google and Bing.

    • Technical performance: fast site speed, mobile-friendly pages, clean structure
    • Keywords: using the language your customers search with
    • Trust & authority: earning quality backlinks
    • Click-throughs: getting users to visit your site

    In short: SEO drives real traffic to your business.

    What is GEO?

    The most important takeaway for your business is this: You cannot achieve effective GEO without first having strong SEO.

    The generative AI models that power GEO-optimised answers don’t just pull information out of thin air. They pull from the internet’s most authoritative, trustworthy, and well structured sources. And how do they determine which sources are authoritative?

    Through the fundamental signals of good SEO.

    If your website has technical flaws, loads slowly, lacks quality backlinks, or doesn’t use the right keywords, the AI simply won’t see you as a source worth citing. You won’t even be on the AI’s radar.

    You need an optimisation partner that understands the shift toward AI-powered search and maintains the foundational strategies that still drive the majority of your traffic.

    Our SEO Optimisation Services at BWAR are designed to deliver a hybrid approach that secures your visibility today and prepares you for tomorrow:

    Technical Excellence: We ensure your website is a high-performance machine, giving AI models no reason to overlook you.

    Authoritative Content: We create in-depth, structured content that not only ranks for keywords but also provides clear, factual answers that generative engines love to cite.

    Advanced Schema Markup: We implement the structured data necessary to package your expertise perfectly for AI extraction, instantly boosting your GEO potential.

    Local & Global Dominance: We cover everything from your Google Business Profile to regional link-building, ensuring you’re found by both human searchers and AI advisors.

    Don’t just chase the next acronym. Build a future-proof strategy that works.

    Are you ready to ensure your business doesn’t just rank, but is also cited as the expert in the age of AI?

    Contact BWAR today for a free SEO Audit and a Generative Engine Optimisation (GEO) readiness check!

    To explore this further, read our guide on what GEO is, our comparison of SEO vs GEO, and how to optimise a website for AI search. If you’re looking to get your SEO foundations right before thinking about GEO, our SEO services and SEO audit checklist are good starting points.

    Read more

  • It’s Here! The New BWAR Website is Live!

    We’re thrilled to announce that after months of hard work and dedication, the brand new BWAR website is finally live! We’ve completely revamped the site to provide you with a more user-friendly experience, making it easier than ever to find the information and resources you need.

    What’s New?

    The new BWAR website boasts a range of exciting features, including:

    Sleek and Modern Design: We’ve given the site a fresh, modern makeover, making it easier to navigate and visually appealing.

    Improved Navigation: Finding what you’re looking for is now a breeze with our intuitive navigation system.

    Enhanced Content: We’ve added a wealth of new content, covering everything from the latest industry news and updates to informative guides and resources.

    Mobile-Friendly Design: The new website is fully responsive, meaning you can access it seamlessly from any device, whether it’s your desktop computer, tablet, or smartphone.

    Easy Access to Resources: We’ve made it easier to access all the resources you need, including application forms, contact information, and helpful downloads.

    Stay Connected!

    Don’t forget to bookmark the new website and subscribe to our blog for the latest updates, news, and resources. You can also follow us on social media to stay connected with BWAR.

    We’re excited to embark on this new chapter with you!

    If you’re thinking about a new website for your own business, take a look at our web design services, our e-commerce web design options, and our guide on what SEO is — because a new website is the perfect time to get your search foundations right from day one.

    Read more

  • Why You Need to Integrate Meta Ads with GA4

    Here at BWAR, we’re all about helping you get the most out of your advertising efforts so we wanted to share an interesting article we read. Meta’s making a big push for advertisers to connect their Google Analytics 4 (GA4) with their advertising accounts. And for good reason! According to recent experiments by Search Engine Journal, they’re reporting a significant 22% conversion boost for those who integrate.

    So, what exactly is GA4 integration, and how can it help you achieve such impressive results?

    What is GA4 Integration?

    GA4 is the latest iteration of Google Analytics, offering a more privacy-focused and future-proof approach to data collection. By integrating your GA4 data with your Meta Ads account, you can create a more holistic view of your customer journey. This allows you to see how users interact with your website or app after they click on your ads, providing valuable insights into what’s driving conversions.

    The Benefits of GA4 Integration

    There are several key benefits to integrating GA4 with your Meta Ads: Deeper audience insights: Gain a more comprehensive understanding of your target audience, allowing you to create more effective ad campaigns.

    Improved campaign performance: Optimize your campaigns based on real-time data and user behavior, leading to a potential 22% increase in conversions as highlighted by Meta.

    Better attribution modeling: Get a clearer picture of how different touchpoints contribute to conversions, allowing you to allocate your budget more efficiently.

    Privacy-focused approach: GA4 is designed to comply with evolving privacy regulations, ensuring your data collection practices are future-proof.

    How to Integrate GA4 with Meta Ads

    The integration process is relatively straightforward. You’ll need to use UTM parameters and trackable links to connect your GA4 property to your Meta Ads account. Meta provides clear instructions within their advertising platform to guide you through the setup process.

    Unlocking Your Conversion Potential

    Integrating GA4 with your Meta Ads is a powerful strategy that can significantly boost your campaign performance. With the potential for a 22% conversion increase, it’s definitely worth exploring. By gaining deeper audience insights and optimizing your campaigns based on real-time data, you can take your advertising efforts to the next level.

    Ready to get started? We at BWAR are here to help you navigate the integration process and unlock the full potential of GA4 for your Meta Ads campaigns. Contact us today to discuss your specific needs and develop a data-driven advertising strategy that delivers results.

    For more on paid advertising and analytics, explore our paid ads management service and our full marketing services. If you’re also thinking about organic search alongside your paid campaigns, our guide on SEO vs Google Ads covers how the two work together.

    Read more