This policy sets out how ClubRight handles formal complaints. It explains what counts as a complaint, how to raise one with us, the steps we take to investigate, and the timeframes you can expect at each stage of our response.
1. Purpose
We are committed to delivering a high-quality service to all customers. When something goes wrong, we take complaints seriously and use them as an opportunity to resolve issues, improve our systems, and maintain trust.
This policy ensures complaints are handled:
Fairly and consistently
Within reasonable and transparent timeframes
With appropriate time allowed for complex technical investigation
2. What is a complaint?
A complaint is any expression of dissatisfaction relating to:
Major software functionality or outages
Payment processing (for example direct debits, failed collections, or duplicate charges) outside of the normal scope of payment management. A member not having sufficient funds is not a viable complaint.
Membership management issues (for example incorrect status, cancellations, freezes)
Customer support experience
Requests for help, day-to-day user-caused issues, feature requests, or general queries are not classified as complaints unless dissatisfaction is explicitly expressed.
3. How to raise a complaint
Formal complaints can be submitted via:
Email: help@clubright.co.uk
The orange chat button at the bottom right of your ClubRight dashboard
When raising a complaint, please provide:
A title of "Formal Complaint" so we can identify it
A clear description of the issue
Relevant account or member details
Any supporting evidence such as timestamps, error messages, or screenshots from your side
4. Complaint handling process
Step 1: Acknowledgement
All complaints will be acknowledged within 3 working days. Our acknowledgement will include:
Confirmation of receipt
Initial assessment of severity
Expected next steps
Step 2: Initial assessment
The initial assessment will be carried out within 5 working days. Complaints are categorised into three levels of complexity:
Low complexity or impact: user errors or misunderstandings, minor UI or UX issues, isolated incidents
Medium complexity or impact: configuration issues, integration problems, single-account payment discrepancies
High complexity or impact: system defects affecting multiple customers, payment processing investigations (for example direct debit failures or reconciliation issues), data inconsistencies requiring engineering review, or issues involving third parties such as payment providers and banks
Step 3: Investigation
We commit to a thorough and evidence-based investigation, which may include:
Reviewing system logs and audit trails
Reproducing issues in test environments
Liaising with third parties such as payment processors
Consulting engineering and product teams
Important: for complex technical or financial complaints, resolution times may exceed standard targets. In these cases:
Customers will be informed of the complexity
Regular updates will be provided, see Step 4
No premature conclusions will be given without full validation
Step 4: Updates during investigation
We will provide updates at least every 10 working days. Updates will include:
Progress made
Any findings so far
Revised timelines if required
Step 5: Resolution
Once the investigation is complete, we will:
Clearly explain findings, in plain English where possible
Confirm whether the complaint is upheld, partially upheld, or not upheld
Provide corrective actions, which may include system or data fixes, configuration changes, internal staff or external user training, or notification of future system changes or process improvements relevant to the complaint, subject to our development timetable
Step 6: Escalation
If the customer is not satisfied with the resolution:
They may request escalation within 10 working days of receiving the resolution
The complaint will be reviewed by a senior manager not previously involved
A final response will be issued within 5 to 10 working days, depending on complexity
5. Timeframes summary
Stage | Target |
Acknowledgement | 3 working days |
Initial assessment | 5 working days |
Investigation | 10 working days |
Resolution | 30 working days |
Update frequency during investigation | Every 10 working days, or sooner if a stage completes earlier |
6. Payment-related complaints
Given the sensitivity of payments, all payment complaints are treated as high priority. As part of investigation, we will:
Audit transaction logs
Verify submission to payment providers
Check bank response codes where applicable
Where third parties are involved:
Resolution times may depend on their investigation timelines
We will act as the primary point of contact and keep the customer informed
7. Transparency and communication
Throughout the complaint handling process, we will:
Avoid technical jargon where possible
Be honest about system limitations or errors
Clearly explain responsibility, whether the issue is our system, a third party, or user configuration
8. Continuous improvement
All complaints are logged and reviewed to:
Identify recurring issues
Improve product reliability
Enhance customer experience
9. Commitment
We aim to:
Resolve issues as quickly as possible
Take the necessary time to investigate properly when required
Maintain trust through clear, proactive communication
10. Liability and third-party services
ClubRight provides software services which may integrate with third-party providers, including but not limited to payment processors, banks, and infrastructure providers.
We are responsible for the performance of our software as defined in our Terms and Conditions
We are not responsible for failures, delays, or errors caused by third-party systems outside of our control
We do not accept liability for indirect or consequential losses arising from service interruptions, including but not limited to lost revenue, missed payments, or business interruption
For full details of liability limitations, see the ClubRight Terms and Conditions.