ForgeAI Studio (trading as NovaStacks) is committed to providing a premium, professional service. We take all complaints seriously and use them as an opportunity to put things right and to improve what we do. This page explains how to raise a complaint with us, what you can expect once you have done so, and the steps we follow to reach a fair outcome.
Who this procedure applies to
This procedure applies to anyone who wishes to raise a concern about ForgeAI Studio, the NovaStacks brand, or any of our software products and services, including HookPilot, GuardFlowApp, FleetFlowApp / FleetFlowTech, AutoLeadCall and GrowthDept / GrowthPilot.
How to raise a complaint
Our only contact channel is email. To raise a complaint, please write to:
To help us understand and resolve your complaint as quickly as possible, please include:
- Your name and the email address associated with any account or correspondence;
- The product or service your complaint relates to (if applicable);
- A clear description of what has happened and what has gone wrong;
- Any relevant dates, reference numbers or prior correspondence;
- Copies of any supporting information, such as screenshots or messages; and
- The outcome or resolution you are seeking.
The more detail you are able to provide, the better placed we will be to investigate the matter thoroughly.
How we acknowledge your complaint
When you contact us, we will acknowledge your complaint by email and confirm that it has been received and registered. We aim to acknowledge complaints promptly. Where we need any further information from you in order to proceed, we will let you know what we require.
How we investigate
Once your complaint has been acknowledged, we will:
- Review the details you have provided and any related records or correspondence;
- Investigate the circumstances fairly, objectively and without prejudging the outcome;
- Consult the relevant members of our team where appropriate; and
- Seek any clarification we need from you so that we fully understand your concerns.
We will handle your complaint confidentially and will only share information internally to the extent necessary to investigate and resolve it.
Indicative stages
While every complaint is different, we generally follow these stages:
- Receipt and acknowledgement. We confirm by email that we have received your complaint.
- Review and investigation. We examine the issue, gather the relevant facts and consider the points you have raised.
- Response. We provide a written response by email setting out our findings, our decision and any action we propose to take or have taken.
- Escalation (if required). If you remain dissatisfied, you may ask us to review the matter further, as described below.
Our commitment to fair and timely handling
We are committed to handling every complaint fairly, courteously and without unnecessary delay. We will:
- Treat you with respect throughout the process;
- Consider your complaint impartially and on its merits;
- Keep you informed of progress where an investigation takes longer than expected; and
- Aim to resolve matters as promptly as the nature of the complaint reasonably allows.
We will always try to provide a clear and complete response, and we would rather take the time needed to investigate properly than give a rushed or incomplete answer.
Escalation
If you are not satisfied with our initial response, you may request that your complaint be escalated for a further review. To do so, please reply to our response by email, or write again to support@novastacks.co.uk, explaining why you remain dissatisfied and what you would like us to reconsider.
We will arrange for the matter to be reviewed afresh and will provide you with a further written response setting out the outcome of that review.
Data protection complaints
If your complaint concerns how we have handled your personal data, we would encourage you to raise it with us first, by emailing support@novastacks.co.uk, so that we have the opportunity to address your concerns.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection matters. You can find further information and contact details on the ICO's website at https://ico.org.uk. Raising a complaint with us does not affect your right to contact the ICO at any time.
Our details
Company: ForgeAI Studio (trading as NovaStacks) Company registration number: 17175307 (registered in England & Wales) Website: https://novastacks.co.uk Email: support@novastacks.co.uk