Customer complaints policy

Introduction

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 contact@influentialsoftware.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:

1. The specific event and circumstances that occurred
2. The likelihood of the issue recurring in future

After this thorough investigation we will report our findings to you and note any action that may have been taken in light of the complaint.

 

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 accounts@influentialsoftware.com.