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Legal & policies

Complaints Process

We would rather know when something has not met your expectations. This process explains how to raise a concern and what to expect from us.

How to raise a complaint

You can raise a complaint through the contact form on this website, selecting “General enquiry”. It helps if you include:

  • A clear description of the issue and when it happened.
  • Any reference, project name or correspondence that helps us find the details.
  • What outcome you are looking for.

How we handle it

  1. We acknowledge your complaint and confirm who is looking into it.
  2. We investigate fairly, gathering the relevant facts.
  3. We keep you updated on progress and expected timing.
  4. We respond with our findings and any steps we will take.
  5. If you remain unhappy, we will explain how to escalate within our team.

Our principles

  • We keep records of complaints and their outcomes so we can learn from them.
  • We handle complaints in confidence, sharing details only with those who need them.
  • We do not retaliate against anyone who raises a concern in good faith.

This is a commercial complaints process for a software company. It is not a regulated financial-services complaint route.

Effective date: 15 January 2026

Questions about this document? Please use the contact form on this website.