XX innovation welcomes feedback and takes complaints seriously. If you are dissatisfied with any aspect of our work, our services, or the conduct of anyone associated with our organisation, we want to hear from you so that we can put things right and learn from the experience.
How to make a complaint
You can make a complaint by emailing us at info@xxinnovation.com. Please include a clear description of what happened, when it occurred, and what outcome you would like. We will acknowledge your complaint within five working days.
What happens next
We will investigate your complaint fairly and proportionately. We aim to resolve complaints within 20 working days. If we need more time, we will let you know and explain why.
If you are not satisfied with our response, you may request that your complaint is reviewed by a director of XX innovation who was not involved in the original investigation. We will confirm the outcome of the review within 15 working days.
Recording and learning
All complaints are recorded and reviewed periodically by the board to identify patterns and areas for improvement. We are committed to using complaints as a tool for organisational learning.
This policy was adopted by the board of XX innovation Ltd in [June, 2026] and is due for review in [June, 2027].