At Digital Futures, we’re deeply committed to supporting your journey towards success and helping you unlock new career opportunities. We understand how important this investment in your future is, and while we strive to meet the highest standards, we recognise that there may be times when things don’t go as planned. If something isn’t right, we want to hear from you, our valued community. Your feedback is vital to us, and we’re dedicated to resolving any issues quickly and fairly, ensuring we continue delivering the service you deserve.

To help us address your concerns, please get in touch within 10 working days of the issue arising. While we’ll always do our best to accommodate exceptions, timely feedback allows us to investigate and resolve complaints more effectively. Your experience matters to us, and we’re here to make things right.

Informal escalation

If you’re considering making a complaint, we encourage you to start by raising the matter informally with a member of our staff with whom you feel comfortable. We genuinely hope that most issues can be resolved at this stage, without needing to proceed to the formal process. At Digital Futures, we take our Complaints Policy seriously and will do everything we can to resolve your concern as quickly and fairly as possible. However, if you feel the issue has not been satisfactorily addressed, the next step would be to escalate the complaint through our formal channels, where it will be reviewed and handled accordingly.

Formal escalation

If the informal route hasn’t resolved your concern, or if you feel it’s not suitable for your specific issue, we kindly ask you to follow our formal procedure. Please email us at complaints@digitalfutures.com with the following details:

1. A brief description of the complaint
2. The date the issue occurred
3. How it’s affected you
4. The resolution you’re seeking
5. Any supporting evidence

What happens next:

1. You’ll receive acknowledgement of your complaint within 2 working days of receipt. We’re here to listen and ensure your concerns are addressed promptly and fairly.
2. Once we’ve acknowledged receipt of your complaint, we will go ahead and begin an investigation. During this period, we may need to contact you to gather further information.
3. We will respond to you within 21 working days with the outcome of our investigation.

We will acknowledge your complaint and aim to respond within 21 days, providing you with a written decision and the reasons behind it. If we need more time or additional information to investigate, we will keep you updated on the progress and let you know the revised timescale for resolution.

Appeals

If you are not satisfied with how your complaint has been handled, you can appeal within 28 days of receiving the decision. Please email us at complaints@digitalfutures.com with the following details:

1. Brief details of your original complaint
2. Reasons why you are unhappy with the outcome with any supporting evidence where relevant.

Your appeal will then be reviewed by a member of our senior management team, who will provide a final written response within 28 days. Please note that this will be our final decision on the matter.

If you have any questions about our complaints procedure, please contact complaints@digitalfutures.com.