Complaints procedure

At Netgen, we are committed to providing transparent, responsive support. This complaints procedure describes how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.

Updated February 2026

A complaints procedure is a critical part of any professional service relationship. It ensures that concerns are addressed fairly, promptly, and transparently. Whether a complaint relates to a software delivery, system performance, service interaction, or contractual misunderstanding, Netgen is committed to treating all complaints with respect and urgency.

We view complaints not as setbacks, but as opportunities to improve our service delivery and strengthen our partnerships. This procedure outlines the process for raising a complaint, explains how it will be handled, and describes the outcomes you can expect.

How our complaints process works

1. How to lodge a complaint

If you have a concern or complaint about our services, please make it as clear as possible. You can submit a complaint by:

– Completing the form below
– Emailing [email protected] with “Complaint” in the subject line
– Contacting your assigned account or project manager directly

When submitting a complaint, please include:
– Your name and organisation
– A summary of the issue
– Date and time the issue occurred
– Relevant project or service reference
– Any supporting attachments or screenshots

This information helps us understand and assess your concern without delay.

2. Acknowledgement of receipt

Once we receive your complaint, we will:

– Acknowledge it within two business days
– Notify you of the expected review timeline

We aim to make this process clear from the outset.

3. Complaint assessment

Your complaint will be reviewed by a designated Netgen manager who:

– Confirms receipt of the full complaint
– Identifies any immediate actions required
– Reviews relevant project records or system data

We may contact you for clarification if further detail is needed.

4. Resolution process

Based on our assessment:

– We will investigate the circumstances
– If appropriate, involve senior technical or delivery personnel
– Determine whether corrective action, remediation, or escalation is required

Our goal is to resolve complaints efficiently and fairly. In most cases, a resolution or next step will be provided within 10 business days of the complaint being acknowledged.

If the complaint is complex (for example, involving multiple teams or contractual review), we will inform you of the expected timeline and keep you updated on progress.

5. Communication of outcome

Once the review is complete:

– You will receive a written response outlining the findings
– Any corrective actions proposed or taken
– The expected timeline for implementation
– Contact details for follow-up

If you are not satisfied with the outcome, a further review can be requested – see the Escalation section below.

6. Escalation

If you feel your complaint has not been resolved satisfactorily, you can request escalation to a higher authority within Netgen.

Escalation requests should include:

– The original complaint reference number
– A brief reason for requesting escalation
– Any additional context you believe is relevant

Escalations will be handled by senior leadership and a response will be provided within five business days of receipt.

7. Records & confidentiality

All complaints and associated communication will be logged securely and treated confidentially. We retain records as part of our quality assurance and continuous improvement practices.
Your privacy is maintained in accordance with our legal obligations, including any relevant data protection regulations.

8. Continuous improvement

Netgen regularly reviews complaints trends as part of quality management. Patterns or recurring issues are assessed, and appropriate process or service adjustments may be implemented.

Submit a complaint

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