Version 1.0 • Effective: 05/2026 • Review Date: 05/2027
1. Purpose and Scope
Aiforya Ltd (“Aiforya”) is committed to delivering high-quality AI governance and compliance services. We take all complaints seriously and aim to resolve them promptly, fairly, and transparently.
This policy applies to complaints from:
- Current or former clients of Aiforya
- Attendees of Aiforya training sessions or events
- Any individual or organisation who has received a proposal, quote, or communication from Aiforya
This policy does not apply to general feedback, requests for service changes mid-engagement, or disputes about contract terms (which are governed by the relevant Client Services or Retainer Agreement).
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about:
- The quality or outcome of a service delivered by Aiforya
- The conduct or communication of Aiforya or anyone acting on its behalf
- A failure to deliver a service within the agreed timeline or to the agreed standard
- How a previous concern or complaint was handled
If you are unsure whether your concern qualifies as a complaint, please contact us and we will help you identify the right process.
3. How to Submit a Complaint
Complaints should be submitted in writing to:
Email: complaints@aiforya.com
Post: Blick Studios, 46 Hill Street, Belfast, Northern Ireland, BT1 2LB
To help us investigate your complaint efficiently, please include:
- Your name and contact details
- The name of the engagement or service your complaint relates to
- A clear description of the issue and when it occurred
- Any supporting documentation (emails, invoices, deliverables)
- What outcome you are seeking
4. How We Handle Your Complaint
Step 1 — Acknowledgement (within 5 working days). We will acknowledge receipt of your complaint in writing within 5 working days of receiving it. We will confirm who is handling the complaint and provide an expected timeline for our response.
Step 2 — Investigation (within 30 calendar days). All complaints are reviewed personally by Elodie Flenniau, Director of Aiforya Ltd. We will review all relevant documentation, communications, and records relating to your complaint. Where necessary, we may contact you to request further information or to discuss the matter directly.
Step 3 — Written Response (within 30 calendar days of receipt). We will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision. Where we uphold your complaint, we will outline the remedy we are offering, which may include a partial or full refund, re-delivery of a service, or another appropriate resolution.
Step 4 — If You Are Not Satisfied. If you are not satisfied with our response, you may request a final review by contacting complaints@aiforya.com and stating that you wish to escalate. We will review your escalation and provide a final written decision within 14 calendar days.
5. External Escalation
If you have exhausted Aiforya’s internal complaints process and remain dissatisfied, you may seek further recourse through the following channels depending on your location and the nature of the complaint:
Data Protection complaints (UK): If your complaint relates to how Aiforya has handled your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk or by calling 0303 123 1113.
Data Protection complaints (Ireland): You may contact the Data Protection Commission (DPC) at dataprotection.ie.
Contract disputes: Where a complaint relates to a contractual dispute and cannot be resolved through this process, the matter will be subject to the governing law and jurisdiction set out in the relevant contract between the Parties. Aiforya operates under Northern Irish / UK law (for UK clients) or Irish law (for RoI clients) as selected in the applicable agreement.
Legal proceedings: Nothing in this policy prevents either Party from pursuing their legal rights through the courts.
6. Timeframes at a Glance
| Stage | Timeframe |
| Acknowledgement of complaint | Within 5 working days of receipt |
| Full investigation and written response | Within 30 calendar days of receipt |
| Escalation review (if requested) | Within 14 calendar days of escalation request |
| External escalation (ICO / DPC / legal) | As per the relevant body’s own process |
7. Confidentiality and Record Keeping
All complaints and related correspondence will be treated in confidence. Information will only be shared where necessary to investigate and resolve the complaint, or where required by law.
Aiforya will maintain a record of all complaints received, the outcome, and any remedial action taken. Records will be retained for a minimum of three (3) years in accordance with our data retention obligations under UK GDPR and Irish GDPR.
8. Learning and Continuous Improvement
Aiforya will review complaint records on a regular basis to identify any patterns, recurring issues, or opportunities to improve service quality, communication, or processes. This policy will be reviewed annually and updated as needed.
9. Contact
For all complaints, please contact:
Elodie Flenniau, Director
Aiforya Ltd
complaints@aiforya.com
Blick Studios, 46 Hill Street, Belfast, Northern Ireland, BT1 2LB
Document Control
Version 1.0 | Owner: Elodie Flenniau, Director, Aiforya Ltd | Next Review: 05/2027