Our Complaints Policy
Our Complaints Policy
How we handle your feedback when things go wrong
Last updated: 14 September 2026
At Agilio Software, we are committed to providing an excellent experience to every customer and user across all of our products and services. We know that sometimes things do not go as expected, and when that happens, we want to make it as easy as possible for you to tell us, and we want to put things right.
This policy explains how you can raise a complaint, what will happen when you do, and how quickly you can expect to hear from us.
What Is a Complaint?
A complaint is any expression of dissatisfaction about our products, services, or the conduct of our team, where you expect a response or resolution. You do not need to use the word ‘complaint’ for us to treat it as one. If you are unhappy with your experience, we want to hear about it.
How to Raise a Complaint
You can raise a complaint through any of the following channels. Whichever way you choose to contact us, your complaint will be treated with the same level of care and attention.
| Channel | How to Reach Us |
|---|---|
| Online | Submit a support request (links in the footer of every page) |
| Contact the support team for your product directly via your usual support email address | |
| Phone | Call your product support team on the number provided in your account |
When raising a complaint, it helps us if you can provide your account details (if applicable), a description of the issue, and any relevant dates or reference numbers. However, please do not let this stop you from getting in touch. We can gather the details we need as part of our investigation. If you’re raising a complaint on someone else’s behalf — for example, as a parent, solicitor, or appointed representative — we may need to verify your identity and confirm your authority to act for that person before we can discuss or resolve the complaint with you.
What Happens When You Complain
1. We will acknowledge your complaint
We will confirm that we have received your complaint and that we are looking into it. You will receive an acknowledgement within one working day. We will provide you with a case reference number so you can track your complaint.
2. We will investigate
A member of our team will be assigned to your complaint and will investigate what has happened. This may involve reviewing your account, speaking with our team, or consulting with other departments. If we need any additional information from you, we will ask.
3. We will keep you updated
If your complaint requires time to investigate, we will not leave you waiting without an update. We will contact you at regular intervals to let you know how things are progressing, even if the investigation is still ongoing.
4. We will respond with a resolution
Once we have completed our investigation, we will contact you with our findings and a proposed resolution. Our aim is to resolve complaints as follows:
| Complaint Type | Resolution Target |
|---|---|
| Standard complaints | Within 5 working days |
| Complex complaints requiring investigation across teams | Within 10 working days |
| Urgent complaints involving service outage, data concerns, or significant impact | Within 2 working days |
If we are unable to meet these timescales, we will let you know and explain why.
5. We will check you are satisfied
After we have delivered our resolution, we will confirm that you are happy with the outcome. Your complaint is not closed until you are satisfied, or until we have exhausted all reasonable options to resolve it.
If You Are Not Satisfied
If you are not happy with the outcome of your complaint, you can ask for it to be escalated. Escalated complaints are reviewed by a senior member of our customer support leadership team who was not involved in the original investigation.
We will let you know the outcome of the escalation review within five working days.
If after escalation you remain dissatisfied, we will provide you with information about any relevant external bodies or alternative dispute resolution services that may be able to help.
Complaints About Your Personal Data
If your complaint relates to how we have handled your personal data (for example, a concern about data security, a request for your data that has not been responded to, marketing you did not consent to, or any other data protection matter), we treat this as a data protection complaint.
If your complaint relates to personal data that we process on behalf of your employer, practice or another organisation — for example, because you’re a member of staff or a patient, rather than someone who holds an account with us directly — that organisation is the data controller responsible for the substance of our response; see our Privacy Policy for more on this. We’ll still log what you’ve told us, and we’ll assist that organisation and make sure your complaint reaches them, rather than resolving it ourselves.
Data protection complaints are handled with additional care and specific legal requirements:
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- We will acknowledge your complaint within 30 days of receipt, though we aim to do so much sooner
- We will investigate and respond without undue delay, keeping you informed at appropriate stages
- We will clearly communicate the outcome of our investigation, including what we found and any action we have taken
- If you are not satisfied with the outcome, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk. We will remind you of this right when we communicate our findings
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You can raise a data protection complaint through any of the channels listed above. You do not need to label it as a data protection complaint. If your concern relates to your personal data, we will identify it and handle it accordingly.
For more information about how we use your personal data, please see our Privacy Policy.
Our Commitments to You
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- We take every complaint seriously — every complaint is formally logged, investigated, and resolved regardless of the channel it comes through.
- We treat you with respect and empathy — we understand that if you are raising a complaint, something has gone wrong and that is frustrating. We will listen.
- We are honest and transparent — if we got something wrong, we will say so. We will explain what happened and what we are doing about it.
- We keep you informed — we will never leave you waiting without an update. If things are taking longer than expected, we will tell you.
- We learn from your feedback — every complaint is reviewed for trends and root causes. Your feedback directly shapes how we improve our products and services.
- We protect your data — we handle your personal data in line with our privacy policy throughout the complaints process.
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How We Handle Your Data During a Complaint
When you raise a complaint, we will collect and process some of your personal data in order to investigate and resolve it. We want to be transparent about what this means.
What data we collect
We will collect your name, contact details, account information, and the details of your complaint including any supporting information you provide to us. If your complaint relates to interactions with our team, we may also review records of those interactions such as case notes, call logs, or chat transcripts.
How we use it
We use your data to investigate your complaint, communicate with you about it, and reach a resolution. We may also use anonymised complaint data to identify trends and improve our products and services. We will not use your data for marketing or any purpose unrelated to your complaint.
Who we share it with
Your complaint may be shared with relevant teams within Agilio Software who need to be involved in the investigation, for example our product, engineering, or compliance teams. If your complaint is escalated, it will be shared with senior members of our team. We will not share your personal data with any external third parties unless we are required to do so by law.
How long we keep it
We retain complaint records for a defined period in line with our data retention policy, to meet our legal and regulatory obligations and to support trend analysis. Once the retention period has passed, your data will be securely deleted.
Your rights
You have the right to request access to the personal data we hold about you, to ask for it to be corrected if it is inaccurate, and to request its deletion where appropriate. If you would like to exercise any of these rights, please contact us using the channels listed in this policy.
For full details of how Agilio Software handles personal data, please see our Privacy Policy.
How We Use Complaints to Improve
We review all complaint data regularly to identify trends and areas where we can do better. This analysis is shared with our product, engineering, and leadership teams so that the issues our customers raise lead to meaningful changes. If your complaint leads to an improvement in how we do things, that is a positive outcome, and we are grateful for the feedback that drives it.
Get in Touch
If you have any questions about this policy or would like to raise a complaint, please contact us through any of the channels listed above, or visit the contact support page to submit a support request.
We are here to help.