Complaints
Our commitment
At Forsyte, we're committed to providing exceptional service to our clients. We work hard to get things right, but we recognise that occasionally we may not meet your expectations. When this happens, we want to hear from you so we can put things right quickly and learn from the experience.
Customer care is at the heart of everything we do. Your feedback, including complaints, helps us continuously improve our platform and service for all our clients.
How to make a complaint
If you're unhappy with any aspect of our service, please let us know as soon as possible. We make it easy for you to raise concerns through several channels:
In-app: Use the feedback or support feature within the Forsyte platform
Email: [email protected]
When making a complaint, please provide as much detail as possible to help us resolve your concerns efficiently:
- Your name, organisation, and contact details
- Your account number or email login
- Details of your complaint, including relevant dates
- Supporting correspondence if you have it
- What outcome you're looking for
The more information you can provide, the better we can investigate and resolve your complaint.
What happens next
Stage 1: Customer Service Team
When you raise a complaint, it will be handled by our Customer Service team. We investigate all complaints professionally and will do everything possible to resolve your complaint at the first point of contact.
Within 5 business days: We'll acknowledge your complaint and let you know who is handling it.
Stage 2: Team Manager
If we can't resolve your complaint quickly, we'll escalate it to a Team Manager who will:
- Review all relevant information, including system logs, communications, and documentation
- Speak with any team members involved
- Contact you to discuss your complaint and gather any additional information needed
- Keep you updated on progress throughout the investigation
Within 8 weeks: The Team Manager will provide you with a written response, including:
- Our findings and the reasons for our decision
- Details of any action we'll take to resolve the issue
- An explanation if we need more time to complete our investigation
- If we need to extend the time frame to investigate we will let you know
Stage 3: Executive Review
If the Team Manager's resolution doesn't satisfy you, we'll escalate your complaint to our executive team for final review. They'll review your complaint thoroughly and keep you updated until we provide our final position.
Types of resolution
Depending on the nature of your complaint, resolution may include:
- A full apology and explanation of what went wrong
- Correction of errors or service issues
- Technical fixes or system improvements
- Service credits or adjustments where appropriate
- Changes to our processes or procedures to prevent similar issues
- Additional training for our team members
We're committed to finding fair and practical solutions that address your concerns.
Data protection
We handle all complaint information in accordance with UK GDPR requirements. We only collect and retain the personal information necessary to investigate and resolve your complaint, and we process this data lawfully and securely. Your complaint data will be kept confidential and shared only with those team members who need to see it to resolve your issue.
For more information about how we handle your data, please see our Privacy Policy.
Learning from complaints
We take every complaint seriously and view them as valuable opportunities to improve. We:
- Review all complaints to identify trends and systemic issues
- Share insights across our team to prevent similar problems
- Use complaint data to improve our platform, processes, and training
Your feedback genuinely helps us become better at what we do, and we're grateful when clients take the time to let us know where we can improve.
Our promise
We promise to:
- Treat every complaint with respect and professionalism
- Investigate thoroughly and impartially
- Keep you informed throughout the process
- Respond within our stated timeframes
- Learn from every complaint to improve our service
If you have any questions about our complaints process, please don't hesitate to get in touch.