Customer complaints policy
Influential Training — a division of Influential Software Services Ltd — is committed to serving customers in the best possible way. For this reason we have a clear policy in place for whenever customers might feel cause to complain about service they have received. This page covers:
- how to complain
- our timelines for response
- how we handle complaints
- how to appeal a complaint decision
How to complain
Customers who wish to complain about any services provided by us should send an email to email@example.com. In the email, please outline the nature of your complaint and any relevant circumstances.
Timelines for response
Following your complaint email, a senior member of staff will contact you within one working day. This will be to learn more about the issue you have experienced. Afterwards, you will receive a formal email response within five working days.
How we handle complaints
Our complaints investigation process takes two factors into account:
- The specific event and circumstances that occurred
- The likelihood of the issue recurring in future
Appealing a complaint decision
If you are dissatisfied with our management of your complaint, you can appeal the outcome by emailing the details of your case to our team at firstname.lastname@example.org.