Complaints & Feedback Procedure

Software Acumen Limited
 

Introduction

Software Acumen Limited is committed to providing an excellent event experience for all participants. We value feedback and are committed to resolving any concerns that may arise.

To help us continuously improve your event experience, we listen and respond to the views of our customers. We collect feedback through our Realtime Retrospective boards at events and feedback forms at the end of each event. However, we welcome feedback at any time via email or phone.

Feedback isn't just for when things go wrong—it’s also for when things go well or when our team exceeds expectations. We may publish your feedback in some of our publicity, but we will never publish your personal details without your consent.

The complaints procedure below is designed to ensure that formal complaints are handled promptly, fairly, and professionally. We encourage you to follow the steps outlined to submit a complaint.

Definitions

What is a comment?
A comment is usually a quick suggestion that doesn't necessarily require a response.

What is a compliment?
A compliment is an expression of satisfaction about your interaction with us.

What is a complaint?
A complaint is any expression of dissatisfaction, regardless of the method used to communicate it. This includes face-to-face, phone calls, emails, or any other means of communication.

What Can You Expect from Our Team?

  • We aim to make it easy for you to provide feedback.
  • We listen to your feedback to improve the services we provide to the community.
  • We record all feedback received.
  • We ensure that complaints are dealt with promptly, politely, and by the appropriate team member.
  • When we receive a compliment, we may share it internally.

 

Complaints Process
 

Step 1: Informal Resolution

If you encounter a problem during one of our events, please inform a team member as soon as possible so that immediate action can be taken.

Alternatively, if the issue is not resolved, or it cannot be resolved informally, you may raise a formal complaint.

Step 2: Formal Complaint Submission

If the issue cannot be resolved informally, please submit a formal complaint in writing. You can do this via the following channels:

Please include the following details in your complaint:

  • A description of the issue, including dates, times, and any relevant circumstances.
  • Details of any previous steps taken to resolve the matter.
  • Your preferred outcome or resolution.

Our event team will log the complaint and provide a response directly. This response will include:

  • Confirmation of receipt.
  • A summary of the issue as understood by us.
  • An outline of the next steps and an expected timeframe for resolution.

You can expect a response within 2 working days.*

Step 3: Investigation

Our team will thoroughly investigate your complaint, gather necessary information, and may contact you for additional details or clarification.

Once the investigation is complete, we will respond to your complaint with:

  • A summary of our findings.
  • Actions taken to resolve the issue or prevent recurrence.
  • A clear explanation of any decisions made.

You can expect a response within 5 working days. If further time is needed, we will acknowledge your complaint and provide a full response within 10 working days.*

Step 4: Further Action

If you're dissatisfied with the response issued, you can request a further response from the Business Manager. Send your request to events@software-acumen.com, including the reason(s) for your dissatisfaction and any desired outcomes.

The Business Manager will acknowledge your request within 5 working days and provide a written response once the matter has been fully investigated, within 10 working days.*

If, after this review, you're still dissatisfied, you may escalate the matter to the Managing Director. Please submit your complaint and reason for escalation in writing to events@software-acumen.com.

The Managing Director will acknowledge receipt of the complaint within 5 working days and provide a response within 25 working days following investigation. This is the final stage of the complaints process.*

Step 5: Closing the Complaint

Once all steps have been taken and the issue has been resolved to your satisfaction (or reviewed), we will close the complaint. You will be notified when the process is complete, and we will keep a record of the complaint for future reference.

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*Important Note

If the timeframes outlined above are unachievable, we will notify you as soon as possible, explaining the reason for the delay and providing an expected date for a full response.

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This structure is intended to ensure clarity and a fair process for all parties involved.

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Last Updated: 25 March 2025