Legal

Complaints

Last updated: June 2026 · Effective: June 2026

This page explains how to complain about the Sanctum software service - for example billing or subscriptions, service availability, support, or a problem with your account - and how we will deal with it. If your complaint is about how we handle your personal data, please use our Data Protection Complaints page instead. If it involves both, we will handle each part under the right procedure and tell you which is which.

We will acknowledge your complaint within 3 working days and give a full response within 21 days. Genuinely complex cases are resolved within 8 weeks at the latest, with updates along the way.

1. What this covers

Billing, subscriptions and refunds
Service availability and outages
Support quality and response times
Platform features and account problems

Sanctum is the software provider, not a treatment provider. Complaints about a practitioner's own clinical care should be raised with that practitioner directly - we will point you to them if you are unsure.

2. How to complain

Email: [email protected] - put "Complaint" in the subject line
Form: complete and send the complaint form at the bottom of this page
Post: Sanctum Technologies Ltd, 23 Warren Place, Brownhills, Walsall, WS8 6BY

3. What happens next

We log it and give your complaint a reference.
We acknowledge it in writing within 3 working days.
We investigate - checking service, billing and support records.
We respond within 21 days with what we found and what we will do to put it right (for example a fix, a credit, a refund or an explanation). If a case needs longer, we tell you why and resolve it within 8 weeks at the latest.

4. Our timescales

Stage	Timescale
Acknowledge your complaint	3 working days
Full written response	21 calendar days
Complex cases (longstop)	8 weeks maximum, with interim updates

5. If you are still not satisfied

External escalation: [PROFESSIONAL INDEMNITY INSURER / EXTERNAL DISPUTE BODY - TO CONFIRM]. We will publish the insurer or dispute body details here once confirmed.
Billing or payment disputes may be pursued through the small claims track of the County Court (England & Wales) via Money Claim Online. We would always rather resolve these with you directly first.
If your complaint is really about personal data, it is handled under our Data Protection Complaints procedure, with onward escalation to the ICO.

Service complaint form

Fill this in, then either print it (or save it as a PDF) to keep or post, or email the details to [email protected]. Printing prints only this form and keeps anything you have typed.

Your details

Full name

Email address

Phone (optional)

Practice / company name

Sanctum account email (if different)

Your complaint

What is your complaint about? Billing / subscription Service availability Support A feature Other

What happened? (please describe)

When did it happen?

What would resolve it for you? (e.g. fix, credit, refund, explanation)

Declaration

I confirm the information above is accurate to the best of my knowledge.

Date

Questions about a complaint?

Email [email protected]. See also our Terms of Service and our Data Protection Complaints procedure.