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Feedback and complaints policy

We want to hear about your experience with Strengthscope®; whether it’s 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 are experiencing a technical issue where you need support with the Strengthscope® system or would like to give feedback, please fill in and submit your request on our form here.We aim to respond to you within 2 working days.

If you would like to express your dissatisfaction and raise a complaint, please send us an email to help@strengthscope.com with the subject as ‘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 open Monday to Friday (except bank holidays) between 09:00 and 17:30 GMT.

How we deal with 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 3 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 time-frame throughout the process.

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As more and more people across the globe are being impacted by the coronavirus (COVID-19), we want our customers and community to know that during this challenging time, Strengthscope will continue providing to you the usual high level of support and service.

As of yesterday, 16 March, in line with government and medical guidance, we asked that the Strengthscope team work from home until further notice. For us, this simply represents an extension of our work from home policy, which has been running successfully for some time. Therefore, our customer experience, including Technical Support, Customer Success and all other departments are available for our customers to contact in the usual ways.

We will be moving our training and workshops to virtual alternatives, an approach we have been using successfully, with great customer feedback, for some time.

On behalf of the Strengthscope team, we wish you and your family the best of health in these challenging circumstances. Let’s take care of each other.