Hiring a creative agency should feel like an exciting step. You've finally got a team by your side who can help your business reach new heights, bring beautifully creative work to the table and consult on the best ways forward for your company. It should also feel like a bit of a relief, as you've finally got more time to actually work on running your business instead of focusing on ways to promote it.
For some business owners however, the experience can be really different – we're talking creeping costs without explanation, vague reports and emails or meetings that are full of jargon and acronyms you just can't get your head around. Conversations with your agency shouldn't feel like sitting in a mindless corporate board meeting. You start to think: “am I actually getting value for money here!?”
The tricky part is that there’s no governing body for creative or marketing agencies. Anyone can call themselves an agency, and while there are many, many brilliant agencies out there with strong values and brilliant reputations who are genuinely invested in their clients' successes, there are others that are considerably lacklustre. The best advice we can give is that if something feels off (either when you have the discovery call, or later down the line), then it usually is.
Here are six warning signs that you might be getting ripped off by your current creative agency.
1. You don’t have access to your own website or accounts
This one is non-negotiable, and we find it surprising just how many people we've spoken to who either don't have full control of their own website or just don't have access at all. If they want to make changes to their site, no matter how small, they have to run it through their agency, who will then charge them for the privilege. They can’t change a line of text, update an image, or post a blog without emailing their agency first.
Whether your agency has built your website, set up your Google Analytics, managed your ad accounts or social platforms, you should still have access to them. This is important because they belong to your business, not the agency. (It's important to note however that some very low cost hosting packages may limit editor or administrator access – because this is how they make money). If your agency is building a low cost package for you, they should make any access limitations clear to you, and you should always be given the option to manage your own hosting.
Even if your agency handles all updates for you, you should still have administrator or editor access. Your agency should have full transparency with you on what they're doing, and you should be able to track and access everything your side. If access is being withheld for 'security reasons', or you're spun another vague yarn, that’s a red flag worth paying attention to.
2. You’re paying every month, but no one explains what’s actually happening
Monthly retainers are common in creative and marketing work, and they can be great when they’re handled properly. The problem starts when money leaves your account regularly, but the activity behind it feels invisible.
If you can’t clearly find what your agency worked on last month, or find out what they’re focusing on this month, something’s definitely wrong. An agency on a retainer should be scheduling regular meetings with you and being pro-active. They should also be explaining clearly and explicitly what they’re doing in plain English. If conversations feel rushed, vague or dismissive, it often means the work itself isn’t standing up to scrutiny.
3. Reports are full of numbers, but light on real outcomes
We've seen some pretty long reports in our time working for and with other agencies (before we started our own), so we know that a hefty report filled with digits and fancy terminology doesn’t mean good performance. Impressions, clicks, reach and page views can look impressive on paper, but they don’t pay the bills. What business owners really need to know (in plain English) is what's working, what isn't, how to fix issues, and whether the work is generating enquiries, leads, sales or more engagement or buzz from their intended audiences.
If you've opened an email from your agency and it contains pages of data without explaining what it means or how it affects your bottom line, they may be trying to overwhelm rather than inform. Clear reporting should answer simple questions like what worked, what didn’t, what changed and what happens next. You shouldn’t need a marketing degree or a dictionary to understand whether your investment is paying off.
4. Strategy never seems to change
Creative and marketing work is always flexible, and it moves with the times. Markets and trends are constantly shifting, as well as customer expectations. Customers are fickle folk, and are easily influenced by things like reviews, other people they see online, advertising campaigns and what's in vogue. If your agency is running the same approach month after month with no discussion of testing, refining or adjusting, it's likely they're sitting on their hands and not reacting to shifting market changes. Strategy should be revisited regularly, even if the changes are small. A good agency brings ideas to the table before you've asked for them. A bad one waits until you complain.
5. You can’t get time, attention or straight answers
If you’re spending serious money each month, you should be able to speak to someone who knows your account. When calls are avoided, meetings are impossible to schedule, or you’re constantly passed between new contacts, it’s usually a sign that your business isn’t a priority. In some cases, agencies stretch themselves too thin. In others, junior staff are left to manage accounts without proper oversight. Your agency should fully understand your business history and the journey you've had. They should be responsive and just an email or call away. Things like calls and emails also shouldn't be charged for separately – they should be rolled into your package.
6. Ownership and pricing is unclear
One of the biggest pricing issues clients face with agencies is they get an initial quote that they're happy with, but then find that the quote gets bigger as bits and pieces are added on (while their project progresses). It's why we make sure that everything is covered in our statement of work documents before we even begin a project. We always make sure that a client agrees to the statement of work and is aware of the full project scope and all costs. This prevents any confusion about what's included, what costs extra and who owns the work once it’s done.
If there’s no clear agreement, no defined scope, or no explanation of how pricing is calculated, this is a huge headache for clients. When expectations are discussed upfront, problems are far less likely to appear later.
Why agencies can feel cagey about money (and why that’s not always bad)
To be fair, agencies do have reasons to protect certain parts of their process. Methods, workflows and creative approaches are often the result of years of experience. No agency wants to hand over everything only to be copied and cut out. That said, protecting expertise is very different from hiding information. A good agency can explain their value without giving everything away. They should also welcome questions, because confident professionals don’t need smoke and mirrors.
If money conversations feel awkward, defensive, or are shut down entirely, trust your instincts.
How to spot a good agency
The best agencies tend to have a few things in common. They listen before they sell, they explain what they’re doing in language you understand, and they’re open about costs, limitations and trade-offs. They'll treat your business like it's their own.
I think I'm being ripped off by my agency – what should I do?
Feeling unsure about your agency doesn’t automatically mean you’ve been ripped off. Sometimes, problems arise from poor communication rather than bad intentions.
Your first move involves asking questions so you're clear on what is being provided, and what you're paying for. Request a proper conversation in person rather than sending an email. Emails can be ignored, while meetings can't. Once you have the meeting, ask your agency to walk you through what they’re doing in simple language. Drill down into why they’re doing something, how successful the outcome will be, and how they're measuring that success. You should leave that conversation with a clearer understanding than you had before.
Next, ask for access to anything tied to your business. This includes your website, analytics, advertising accounts and social platforms. You don’t need to manage them yourself, but you should be able to login to see what’s happening. Any hesitation or delay here is important to note. Transparent agencies expect this question and are comfortable answering it.
It’s also reasonable to ask for your scope of work in plain English. What exactly are you paying for each month? What’s included, what’s not, and where do additional costs begin? If pricing or milestones feel fuzzy, ask for them to be written down. Clear expectations protect both sides and often resolve tension very quickly.
Pay attention not just to the answers you get, but how you get them. Do they welcome your questions and explain things calmly? Or do they become defensive, dismissive, or overly technical? The tone of these conversations often tells you more than the content.
If things still don’t add up, getting a second opinion doesn’t mean you’re being disloyal. It means you’re being a responsible business owner. Another agency or consultant can review what’s been done so far, help you understand whether costs are reasonable, and flag any genuine issues. This might help you to make a decision on whether or not to stay with your current agency.
Finally, if you do decide to move on, do it professionally. Check your contract, understand notice periods, confirm ownership of assets, and make sure access to everything is transferred properly. A clean, calm exit protects your business and avoids unnecessary disputes. That said, if you feel your agency is in breach of contract and haven't delivered what they promised, this is serious and will need to be looked at by a legal professional.
Just remember that a good agency will want you to stick around, so they'll always deliver their best work for you and your business.
