Complaint Forum
Raise a concern.
We'll make it right.
Tell us what went wrong and we'll investigate promptly. Every complaint is logged, acknowledged, and worked to a fair resolution.
Complaint resolution process
Timeline: we aim to acknowledge every complaint within one business day and to resolve most within five to seven business days. Complex matters may take longer; we’ll keep you updated at each stage.
- Step 1
Acknowledgement
We confirm receipt of your complaint with a reference number, usually within one business day.
- Step 2
Investigation
The relevant team reviews the details, gathers records, and assesses the issue objectively.
- Step 3
Resolution
We propose a fair resolution and keep you informed of progress until the matter is closed.
- Step 4
Appeal Process
Not satisfied? You may escalate through our Escalation Policy for a senior review and final decision.
How complaints are handled
What to include
- Your organisation or workspace name, and the product, project or service the complaint is about.
- What happened, when, and who you dealt with, in the order it happened.
- Invoice, ticket, order or purchase-order numbers, and any earlier reference we gave you.
- The outcome you are asking for: a fix, a refund, a credit, an apology, or a change in how we work.
- Screenshots, emails or documents that show the problem. One file up to 10 MB; send more by replying to our acknowledgement.
Complaints about our mobile apps
- Choose “Mobile app” as the category and the product in the service list.
- Tell us the app version (Settings, then About), your phone model, and its iOS or Android version.
- A fault that only a new app version can fix depends on Apple or Google approving the update, which usually takes one to three days. We will offer a web workaround in the meantime where there is one.
- Charges for a subscription bought through Apple or Google in-app purchase are refunded by them; we will help you with the request.
Timelines
- Acknowledgement with a reference number within one business day.
- A named person investigating, and a first substantive reply within three business days.
- Resolution of most complaints within five to seven business days; we tell you in writing if it will take longer, and why.
- If you are not satisfied with the outcome, escalate it under our Escalation Policy for a senior review and a final written decision.
Fair handling and your data
- Making a complaint never affects your service, pricing or support.
- Your complaint is seen only by the people who need it to resolve the matter.
- Complaint records are kept for three years after the matter is closed, then deleted, as set out in our Privacy Policy.
- If you are a customer of one of our clients (for example a learner on an institute’s academy), we may need to involve that organisation, and we will tell you before we do.