Complaints Policy

PlanExa Limited is committed to providing high quality software, digital solutions and customer service. We value customer feedback and regard complaints as an opportunity to improve our products, services and overall customer experience.

This Complaints Policy explains how customers can raise a complaint and how PlanExa Limited will investigate and respond.

1. Company Information

2. Our Commitment

We are committed to:

• Treating every complaint fairly, consistently and professionally
• Listening carefully to customer concerns
• Investigating complaints impartially
• Responding within reasonable timescales
• Resolving complaints wherever reasonably possible
• Learning from customer feedback to improve our software and services

3. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to our software, services, customer support or any interaction with PlanExa Limited.

Examples include:

• Technical issues
• Software functionality
• Customer support
• Subscription or billing concerns
• Account management
• Communication
• Service quality
• Any aspect of the Platform or associated services

4. How to Make a Complaint

Complaints should be submitted by email to info@planexa.com.

To help us investigate your complaint efficiently, please include:

• Your full name
• Your business or organisation name (if applicable)
• Your account email address
• A detailed description of the issue
• Any supporting screenshots or documents
• The outcome you are seeking

5. Our Complaints Process

Stage One — Acknowledgement

We aim to acknowledge receipt of your complaint within two business days.

Stage Two — Investigation

Your complaint will be reviewed by an appropriate member of our team. Where additional information is required, we may contact you to obtain further details before completing our investigation. Each complaint will be assessed fairly and objectively.

Stage Three — Response

We aim to provide a full written response within ten business days. Where additional time is required due to the complexity of the matter, we will keep you informed and explain the reason for the delay.

6. Resolution

Where appropriate, a complaint may be resolved by:

• Providing an explanation
• Offering technical assistance
• Correcting software issues
• Implementing software updates
• Making account adjustments
• Amending subscription arrangements
• Offering a goodwill gesture where appropriate
• Any other reasonable resolution considered suitable

The submission of a complaint does not automatically entitle a customer to compensation, refunds or credits.

7. Complaints We Cannot Consider

We reserve the right not to investigate complaints that are:

• Abusive, threatening or offensive
• Repetitive where the issue has already been fully investigated
• Outside our reasonable control
• Based solely on third party products or services
• Anonymous where insufficient information has been provided to conduct an investigation

8. Customer Responsibilities

Customers are expected to:

• Communicate respectfully
• Provide accurate and complete information
• Cooperate during any investigation
• Respond promptly to requests for further information
• Allow reasonable time for investigations to be completed

9. Continuous Improvement

All complaints are reviewed to help identify opportunities to improve our Platform, customer support, documentation, internal processes and future product development.

10. Data Protection

Any personal information provided during the complaints process will be processed in accordance with our Privacy Policy and applicable UK data protection legislation.

11. Escalation

If you remain dissatisfied after receiving our final response, you may request that your complaint be reviewed by a senior representative of PlanExa Limited. Requests for escalation should be submitted in writing within 14 days of our final response.

Following the review, our decision will represent the final stage of our internal complaints procedure.

12. Governing Law

This Complaints Policy is governed by the laws of England and Wales. Any dispute arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Us

Version 1.0 · Effective Date: 21 July 2026 · © 2026 PlanExa Limited. All rights reserved.

Related: Privacy Policy · Terms and Conditions · Cookie Policy