Complaints Policy

This policy covers complaints about the framework and its apps — service availability, support quality, billing, content accuracy, accessibility barriers and the behaviour of AI assistants.

Complaints specifically about how we handle personal data are dealt with under our Data Protection Complaints Policy, which also explains your right to contact the Information Commissioner's Office.

Please include what happened, when, which app or page was involved, and what outcome you are looking for. That lets us investigate without a round trip for basic detail.

• Ask HELIX in the app: HELIX is first-line support and can raise a support ticket for you, with the conversation attached.
• Use the Support & escalation page to raise a ticket directly and add screenshots or documents.
• Email hello@automatedgovernancesystems.com if you would rather not use the app.

We acknowledge every complaint and give it a ticket reference you can track. HELIX resolves what it can immediately from our support knowledge base; anything else is escalated to a named member of the AGS team.

We aim to acknowledge within one working day and to give a substantive response within five working days. Where a fix will take longer, we tell you what we are doing and when we will next update you.

If you are unhappy with the first-line outcome, ask for a Stage 2 review. A different member of the AGS team reviews the ticket, the audit trail and the decision, and responds within ten working days.

Stage 2 is the final internal stage. We will confirm our position in writing and explain any further options open to you.

Every ticket carries a timestamped audit trail of status changes, staff notes and attachments so decisions can be reviewed later. Internal notes are not shown to you, but they are recorded and are available to reviewers at Stage 2.

We review complaint themes regularly and feed them into our Continuous Improvement Policy so recurring problems get fixed at source rather than ticket by ticket.

You will never be disadvantaged for complaining. If you need an adjustment to take part in the process — a different format, more time, sign-language support or a phone call instead of writing — tell us and we will arrange it.