10 Red Flags Your Web Design Agency Is Failing You 🚩

And Real Client Stories That Prove It Happens More Than You Think

At Raccoon Web, a trusted web design agency in London, we’ve seen it all. From clients who’ve been locked out of their own websites, to those who’ve paid £180K in fees they never agreed to — we’re often the agency clients come to after a bad experience.

These red flags are more than just warnings — they’re stories we’ve heard firsthand. So if you’ve ever said things like:

“Where did all my hours go?”
“I feel like I’m being blamed for something I didn’t even do.”

Then this post might be the wake-up call you need.

🚩1. You Don’t Have Access to Your Own Website

You paid for your site. So why can’t you log in?

One of the most common red flags we see is clients who have no access to the backend of their WordPress, Shopify, or Squarespace site. We’ve worked with charitable organisations that were tied into £7K/year hosting plans where hosting = the site itself. If they didn’t pay? The whole site was taken down.

Another case was a sports supplements company whose agency refused to give backend access — and charged extortionate rates just to modernise the homepage.

🗣 “I can’t even update a button without them charging me.”

✅ At Raccoon Web, you own your site, your hosting, and your CMS — no matter what platform you’re on.

🚩2. You’re Being Charged for Every Tiny Change

Some agencies intentionally drag their feet on changes so they can charge more.

One client was billed £337.50 (2h 15m at £150/hr) for updating a photo and swapping a link. It took them 3 weeks — when the whole thing could’ve been done in 5 minutes if the client had access.

This is common with agencies that keep you locked out so you’re dependent on them and their inflated hourly rates.

🗣 “They’ve been ‘working’ on it for weeks, but nothing’s changed.”

✅ We empower our clients with editable websites and transparent support plans so you’re never overbilled for 5-minute jobs.

🚩3. You Have No Idea What You’re Paying For

A client once came to us after paying £6K per year for “premium enterprise hosting” — for a website and portal that hadn’t even gone live. The agency claimed she was getting 100K visits/month (with no analytics evidence), which justified the high fee.

She didn’t understand the hosting breakdown — and the agency didn’t want her to.

🗣 “I thought it was normal… I didn’t realise how much I was overpaying.”

✅ We explain every cost, and we show proof. If we recommend something, we’ll tell you why — and how it benefits you.

🚩4. Your Site Is Visually Impressive… But Slow

Speed matters. One client paid over £20K for a visually stunning site packed with animations — but it took over 15 seconds to load.

They had full-size images, uncompressed videos, and bloated JavaScript — all things that destroy SEO and user experience. It doesn’t matter how pretty your site is if no one sticks around long enough to see it.

🗣 “They said it’s the animations that make it premium, but no one’s waiting 15 seconds to see that.”

✅ We optimise for performance on every build using best practices for Webflow, WordPress, Shopify and more.

🚩5. Your Site Looks Good… But Isn’t Doing Anything

We’ve seen clients ask for a “prettier site” to compete with their rivals. But once it’s live, they say:

🗣 “It looks better… but I’m still not getting leads.”

That’s because pretty doesn’t mean strategic. Without UX design, conversion thinking, and traffic channels like SEO or social, your site just becomes a nice-looking brochure.

✅ We build sites that convert, not just impress. Every layout, button, and headline has a goal — to move your audience to act.

🚩6. Your Agency Ghosts You

We had a client who hired a £80 freelancer to fix her mobile site. Not only did he make it worse, but once she paid, he vanished.

But we’ve seen this happen with agencies too — especially once the deposit clears.

🗣 “I kept following up. They just stopped replying after I paid.”

Ghosting is unacceptable. Communication should never end at handover — it should be ongoing.

✅ At Raccoon Web, we give you a clear project timeline, a real human contact, and post-launch support.

🚩7. You’re Trapped in a Custom CMS You Can’t Leave

This one hurts.

We had a client who paid £7K a year in hosting, plus £10K in support, plus £9K in add-ons like £2K for a cookie banner (a literal toggle in Squarespace), and £300 to remove a navigation tab.

Turns out… they couldn’t leave.

The site was built in a custom CMS only that agency could access. When they didn’t renew the hosting contract, their entire site disappeared.

🗣 “It felt like I was being blackmailed just to keep my website online.”

✅ We build on open platforms — and you always have full access. You’ll never be trapped with us.

🚩8. You Were Quoted One Price… Then Billed Another

A client of ours was quoted £80K to build a portal. Partway through, the agency added screens and features without telling her — and then tried to invoice her £180K extra after completion.

When she questioned it, they threatened to take her to court. Thankfully, she had email receipts showing no approvals, so the case fell apart.

🗣 “I wasn’t even given the option to scale it down — they just added it and expected me to pay.”

✅ We scope every project properly from the start. If the scope changes, we tell you — and we give you control over the direction.

🚩9. They Use Jargon to Confuse You (Not Inform You)

🗣 “It’s just how CLS, LCP and hydration lag works.”

Ever been in a meeting where your agency made you feel like you were wrong just because you didn’t understand the tech?

We’ve seen it too many times. Some agencies hide behind jargon, skipping explanations or refusing to educate — so you stay dependent and silent.

🗣 “I asked them to explain and they made me feel like I was stupid.”

✅ We teach as we go. You don’t have to be technical — but if you want to learn, we’ll help you understand why things matter.

🚩10. Something Just Feels Off

You can’t explain it. Maybe it’s slow replies, awkward energy, or something not adding up.

We’ve had clients say:

🗣 “I feel like they’re lying to me.”
🗣 “I’m being blamed for something I didn’t even do.”

We’ve even seen agencies gaslight clients into believing they broke their own site — even when they didn’t have backend access. That’s not just bad business. That’s manipulative.

✅ We believe in transparency and accountability. If we ever make a mistake, we’ll own it and fix it. Honesty builds trust.

Bonus Red Flags Clients Mention A LOT:

🚩“Where Did All My Hours Go?”

When agencies don’t update you on usage or burn through your support time without logging tasks, it’s a problem. You should never be left wondering what you paid for.

✅ We log hours, update you regularly, and give you full transparency on time used.

🚩“I Feel Like I’m Being Blamed for Something I Didn’t Do”

We’ve seen agencies shift blame onto clients for broken code, slow sites, or changes they never made — even when the client had no access to begin with. This kind of toxic behaviour erodes trust and damages relationships.

✅ We take ownership and build partnerships based on mutual respect, not manipulation.

🎁 Download Our Free Ebook: “The Agency Escape Plan”

Inside, you’ll get:

• All 10 red flags explained in even more depth
• A printable checklist to review your current agency
• Questions to ask before signing a new contract
• Real stories of clients we’ve helped escape
• A step-by-step plan to regain control

🔗 Download the ebook here

💬 Want to Talk to Someone?

Book your free Website Rescue Audit at www.raccoonweb.co.uk/escape
📧 Email: hello@raccoonweb.co.uk
📍 Find us on Design Rush, Trustpilot, and Google Business

🗨️ What red flags have YOU experienced?

Have you been ghosted, overcharged, or locked out of your own site? Drop your agency horror story or biggest red flag in the comments — we’d love to hear it (and maybe help you fix it).

Let’s start calling it out together.