Complaints & Feedback Procedure

Overview

We are committed to building strong, long-term working relationships based on trust, clear communication, and consistent delivery.

Feedback, whether positive or critical, is an important part of that. This procedure explains how to raise concerns, provide feedback, and how we will respond.

Where a separate agreement or contract is in place, that agreement may include additional provisions that take precedence.

Providing feedback

We welcome feedback at any stage of a project or working relationship.

This may include:

Suggestions for improvement
Feedback on delivery or communication
Ideas to improve outcomes or processes

In most cases, feedback can be shared directly with your main point of contact. We encourage open, informal discussion wherever possible.

Raising a complaint

If you feel something hasn’t met expectations, we encourage you to raise it as soon as possible.

Complaints can be submitted via:

Email: hello@staging.pobltech.co.uk

Or directly to your known company Director.

Please include:

A clear description of the issue
Any relevant context or supporting information
What outcome you are seeking (if known)

How we handle complaints

Once a complaint is received, we will:

Acknowledge receipt within a reasonable timeframe
Review the issue and gather any relevant information
Discuss the matter internally and, where appropriate, with you
Provide a clear response, including any proposed resolution

Our aim is always to resolve issues quickly, fairly, and constructively.

Escalation

If a matter cannot be resolved through the usual project contact, it may be escalated internally to senior management.

We will ensure that:

The issue is reviewed independently
A clear position is provided
Next steps are agreed

Resolution

Resolutions will depend on the nature of the issue, but may include:

Clarifying expectations or scope
Adjusting delivery approach or priorities
Agreeing remedial actions
Reviewing ways of working

We focus on resolving issues in a way that supports the ongoing relationship wherever possible.

Professional conduct

We expect all communication to remain respectful and constructive.

We do not tolerate abusive, aggressive, or inappropriate behaviour towards our team. Where this occurs, we reserve the right to take appropriate action, including limiting communication channels or reviewing the working relationship.

Continuous improvement

All feedback and complaints are used to improve how we work.

We review recurring themes and make adjustments to processes, communication, and delivery where needed.

Relationship to other agreements

This procedure applies where no separate complaints or escalation process is defined.

Where a contract or agreement includes specific provisions, those will take precedence.

Final note

Most issues are best resolved through open and honest conversation.

We encourage clients to raise concerns early so they can be addressed quickly and constructively.