Client Feedback

Our Philosophy

Feedback is treated as an input to risk management and continuous improvement—not as marketing copy. We prioritise signal over volume and focus on items that improve client outcomes, reduce friction, or increase transparency.

• Actionable: framed as an observation + desired outcome
• Traceable: logged with an owner, SLA, and status
• Proportionate: fixes balance impact, urgency, and effort

Feedback Channels

Choose the route that is most convenient for you. All channels are monitored during business hours with defined response targets.

• In-product prompts. Lightweight surveys for specific screens and workflows
• Client reviews. Periodic service reviews with your account contact
• Secure forms. Structured form for feature requests or incident reports
• Email. [email protected] for general feedback

Themes We Hear

• Clear, plain-English reporting that’s easy to act on
• Consistent execution and timely settlement updates
• Proactive communication about planned changes
• Predictable SLAs and transparent escalation paths
• Simple onboarding and document checklists

How We Process Feedback

Every item is triaged the same way to preserve consistency and auditability.

• Intake & Triage. Categorise (UX, reporting, operations, policy, other), severity, and client impact
• Ownership. Assign a single DRI with target dates and interim updates
• Remediation. Implement, test, and document changes; update related procedures
• Closure & Learnings. Confirm with the client; record lessons for future prevention

Response Targets

These targets guide our day-to-day service. Actual times may vary by complexity and the need for third-party inputs.

• Acknowledgement. Same business day for standard items; 4 hours for urgent issues
• Initial Update. Within 1 business day with next steps and owner
• Resolution. Target set at intake; status refreshed at least every 2 business days until closed

What We Measure

We use a small set of operational indicators to ensure feedback is converted into outcomes.

• Time-to-acknowledge and time-to-resolve
• Reopen rate after initial closure
• Defect escape rate (issues found by clients vs. internal checks)
• Adoption of fixes or new features

We report these indicators in aggregate; we do not publish identifiable client feedback without consent.

Privacy and Moderation

Your feedback may include information about your account or processes. We protect it with access controls, encryption in transit and at rest, and need-to-know handling. We may summarise feedback to remove client-specific details while preserving the core request.

• No publication of identifiable feedback without explicit permission
• Retention aligned to legal and operational requirements
• Independent channels available for sensitive topics

From Feedback to Change

Material items move through a lightweight change process so improvements are safe, reversible, and communicated clearly.

• Impact assessment and reference data updates (labels, tooltips, docs)
• Controlled rollout with monitoring and rollback criteria
• Changelog notes and, where relevant, training materials

Examples of Recent Improvements

Statement clarity Cutoff reminders Faster onboarding Dashboard uptime Export formats

Examples are illustrative and may vary by region and client type.

How to Send Effective Feedback

• Context. Where were you in the flow? What were you trying to do?
• Outcome. What happened vs. what you expected?
• Evidence. Screenshots, timestamps, or reference IDs if available
• Priority. Why this matters (clarity, time, accuracy, risk)

Contact

Use the in-product prompt, the secure form on the dashboard, or email [email protected]. For meetings or references, please contact us and our team will arrange a suitable time.

Important Information

Feedback provided to Valureon Global may be recorded and used to improve our products and services. It does not create an obligation to implement a specific change. Availability of features may vary by jurisdiction and client type.