Raising a Formal Complaint or Dispute
Progressive Robot is committed to delivering high-quality work and excellent client service. However, if something goes wrong or you are unhappy with any aspect of our service, we want to hear about it and resolve it as quickly as possible.
Step 1 — Raise It With Your Project Manager
Most issues can be resolved quickly at this level. Contact your Project Manager directly by email, phone, or by raising a ticket in this portal. Clearly describe:
- What happened (or failed to happen)
- How it has affected you or your business
- What outcome you are looking for
Your Project Manager will acknowledge within 1 business day and aim to resolve the matter within 5 business days.
Step 2 — Escalate to the Account Manager
If you are not satisfied with the response from your Project Manager, or the issue is commercial in nature (e.g. a billing dispute, contract disagreement), escalate to your Account Manager. They will review the situation independently and respond within 3 business days.
Step 3 — Formal Complaint to Directors
If steps 1 and 2 have not resolved the matter to your satisfaction, you may raise a formal complaint directly with the Directors of Progressive Robot:
- Email: [email protected]
- Post: Progressive Robot Ltd, [Registered Address], United Kingdom
Please include:
- Your company name and portal account email
- A summary of the complaint and the steps already taken
- Copies of relevant communications
- Your desired resolution
We will acknowledge your formal complaint within 2 business days and provide a full written response within 14 business days.
Billing Disputes
If you believe an invoice is incorrect:
- Do not withhold payment of undisputed amounts — pay what you agree is owed and dispute only the contested portion
- Raise the dispute in writing to [email protected] within 7 days of receiving the invoice
- We will review and respond within 5 business days
Our Commitment
We take all complaints seriously and treat them as an opportunity to improve. Every formal complaint is logged, investigated fairly, and used to drive continuous improvement in our processes and service quality.