Feedback and complaints policy
We want to hear about your experience with Strengthscope®; whether it has been great or if you think it could be improved. If you find your experience unsatisfactory, we want to work with you to resolve this and take on your feedback.
If you would like to give feedback or express your dissatisfaction and raise a complaint, please send us an email with a description to firstname.lastname@example.org with the subject as ‘Feedback’ or ‘Complaint’ and include your contact details. This is so we can call you to acknowledge the receipt of your complaint and agree the next steps within 1 working day. Alternatively, please give us a call on +44 (0)20 8944 0289. We are available from 9:00 am until 5:30 pm Monday to Friday GMT (excluding UK bank holidays and the days between Christmas and New year).
How we process feedback and complaints
We keep a record of all feedback and complaints we receive as this helps us to identify opportunities to improve our products and services and stop any issues from reoccurring.
We review all complaints from the customer’s view and investigate all points raised in an honest and fair approach. If we have made a mistake, we will of course apologise and if necessary, we will make the appropriate changes to ensure the problem does not reoccur.
We aim to resolve complaints as soon as we are aware of the dissatisfaction. If we are unable to resolve the complaint within 2 working days, or we need to carry out an investigation, it may take up to 10 working days to resolve or give an outcome of an investigation. We will of course keep the customer updated of how we are dealing with the complaint and give a timeframe throughout the process.