Continual Improvement & Feedback
LAST REVIEWED AND APPROVED: 1 SEPTEMBER 2026
At Sapience Consulting, we are committed to providing an efficient and responsive service to our customers and stakeholders. Whilst every effort is taken to meet the high standards expected of us, sometimes things can still go wrong. When this occurs, we need to be informed so that every effort can be made to put things right and prevent further shortcomings in the future. One of the ways in which we are committed to this and to continuing to improve our service to you and others is by listening and responding to your complaints, compliments, and comments.
The Feedback Framework
All feedback provided will be recorded within our customer feedback recording system, treated confidentially, and managed in strict compliance with Sapience’s Privacy Notice. It is reviewed and monitored monthly by management to identify and implement systematic improvements for all our stakeholders.
Compliments
We hope there will be times when we exceed your expectations and you want to share the positive experience you have had with us. We are always pleased to receive positive comments as it is useful for us to know when we have done a good job, enabling us to promote good practice throughout our organisation and give credit to our people.
Complaints
We want to provide you with the best possible experience and be fully satisfied with the training and services you receive. If you are not fully satisfied, we want you to tell us as soon as possible so we can address the issue, investigate the cause, and put it right immediately.
Comments
You may want to pass comments to us about things like our professional development products, advisory services, or web infrastructure. We are always pleased to receive these observations as they directly help to guide, refine, and enhance our global curriculum offerings.
Our Service Commitments
When you file an official complaint or administrative dispute, Sapience binds itself to the following resolution milestones:
STAGE 1
Acknowledge Receipt (Within 1 Working Day)
We will formally log your ticket into our client tracking database and confirm receipt to you in writing within one (1) working day, designating a dedicated case specialist to your complaints.
STAGE 2
Investigate & Resolve (Target: 10 Working Days)
We investigate the issue internally and provide a formal, comprehensive written resolution or mediation proposal as quickly as possible, with a target resolution window of ten (10) working days.
STAGE 3
Extension Notification & Advice (If Delayed)
If it is not possible to fully resolve the issue within 10 working days, we will write to you to explain why and provide a firm date by which you can expect a complete response. When we contact you, we will also advise you on what options are available should you remain unsatisfied with our proposal.
How to Submit Your Feedback
To ensure your correspondence is routed directly to our customer feedback recording system, please email your comments, compliments, or complaints to [email protected].
Information to Assist Your Submission
To help us investigate, process, and resolve your feedback as efficiently as possible, please ensure you provide as many of the following details as possible:
- Your full legal title and name.
- Sponsoring corporate organisation name (where appropriate).
- Your contact number and email address.
- Sapience course reference (if known).
- Specified feedback category (Compliment, Comment, or Complaint).
- A clear, chronological description of your feedback details.