Complaints Procedure

1. Introduction

Scenario Lab Ltd is committed to providing a professional and high-quality experience to all users, clients, and partners. We recognise that occasionally things may not meet expectations, and when this happens, we take complaints seriously.

This Complaints Procedure explains how individuals can raise concerns, how we handle them, and what steps we take to ensure fair, transparent, and timely resolution.

This procedure applies to all users of Scenario Lab Ltd's website, interactive training products, and associated services.

2. What Constitutes a Complaint

A complaint may relate to, but is not limited to:

• Issues accessing training modules
• Technical problems or usability concerns
• Incorrect or unclear training content
• Unsatisfactory customer service
• Delays in responses or service delivery
• Concerns regarding data handling or privacy
• Behaviour of any representative acting on behalf of Scenario Lab Ltd
• Commercial or billing-related concerns (if applicable)

We encourage individuals to provide as much detail as possible to help us investigate effectively.

3. How to Submit a Complaint

You may submit a complaint via:

Email

Send details of your complaint to:
support@scenariolab.co.uk

Information to Include

To help us investigate, please include:

• Your name and contact details
• A clear description of the issue
• When the issue occurred
• Any supporting evidence (e.g., screenshots)
• Any steps already taken to resolve the issue

4. Our Complaints Handling Process

We follow a structured, fair, and consistent process:

Stage 1 — Acknowledgement

We will:

• Confirm receipt of your complaint within 2 working days
• Provide a reference (if applicable)
• Indicate who will be handling the matter

Stage 2 — Investigation

A relevant team member or manager will:

• Review the information provided
• Assess any technical logs, data, or system activity
• Consult with internal specialists where required
• Request additional information from you if necessary

Expected investigation timeframe: 10 working days

(We will inform you if more time is needed for complex issues.)

Stage 3 — Outcome & Response

You will receive a written response outlining:

• Summary of the findings
• Any corrective actions undertaken
• Any changes or improvements made
• Proposed resolutions (if applicable)

Scenario Lab Ltd aims to ensure responses are clear, fair, and fully explained.

Stage 4 — Escalation

If you are not satisfied with the outcome, you may request escalation to a senior manager or director.

Escalation reviews are typically completed within 10 working days.

5. Confidentiality & Data Protection

All complaints are handled in accordance with:

• UK GDPR
• Data Protection Act 2018
• Our internal privacy and data handling policies

Information provided in complaints:

• Is treated in confidence
• Is stored securely
• Is only shared with individuals who need to be involved in resolving the issue

6. Learning & Continuous Improvement

Scenario Lab Ltd views complaints as an opportunity to improve.

We regularly review complaint trends to:

• Enhance training modules and content accuracy
• Improve customer experience
• Identify technical or operational issues
• Strengthen internal processes

Feedback is incorporated into ongoing development and quality assurance.

7. Unreasonable or Abusive Behaviour

We aim to handle all complaints respectfully and fairly.

In return, we expect users to interact respectfully with our team.

Scenario Lab Ltd reserves the right to:

• Restrict communication
• Disengage from abusive or threatening interactions
• Take appropriate action if behaviour violates law or safety

This is rare and only used when necessary.