You may also wish to refer to our General Terms and Conditions - https://clubright.co.uk/terms-and-conditions/
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 (e.g. direct debits, failed collections, duplicate charges) that are outside of the normal scope of payment management (for example the member does not have sufficient funds, is not a viable complaint)
Membership management issues (e.g. 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 Circle Support ticket system
Customers should provide:
Title the Complaint as “Formal Complaint”
A clear description of the issue
Relevant account/member details
Any supporting evidence (screenshots, timestamps, etc.)
4. Complaint Handling Process
Step 1: Acknowledgement
All complaints will be acknowledged within 3 working days
The response 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:
Low Complexity/Impact
User errors or misunderstandings
Minor UI/UX issues
Isolated incidents
Medium Complexity/Impact
Configuration issues
Integration problems
Single-account payment discrepancies
High Complexity/Impact
System defects affecting multiple customers
Payment processing investigations (e.g. direct debit failures, reconciliation issues)
Data inconsistencies requiring engineering review
Issues involving third parties (e.g. payment providers, 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 (e.g. 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 below)
No premature conclusions will be given without full validation
Step 4: Updates During Investigation:
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, and/or configuration changes
Internal (staff) or External (user) Training
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:
They may request escalation within 10 working days or receiving the Resolution
The complaint will be reviewed by a senior manager not previously involved
A final response will be issued within 5–10 working days, depending on complexity
5. Timeframes Summary
Stage |
| Target |
Acknowledgement |
| 3 working day |
Initial Assessment |
| 5 working days |
Investigation |
| 10 working days |
Resolution |
| 30 working days |
Update frequency |
| Every 10 working days or sooner based on earlier completion of the Complaint stage |
6. Payment-Related Complaints
Given the sensitivity of payments:
All payment complaints are treated as high priority
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 & Communication
We will:
Avoid technical jargon where possible
Be honest about system limitations or errors
Clearly explain responsibility (our system vs third parties vs 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
Customers should refer to our Terms and Conditions for full details of liability limitations. https://clubright.co.uk/terms-and-conditions/