Osprey Approach Escalation & Complaints Procedure
Effective from publication. Published 13 October 2026.
This procedure is referred to in Clause 17 of the Osprey Approach Software Licensing & Services Agreement and Clause 32 of the Osprey Approach Continued Availability Agreement between Pracctice Limited and the Customer. Capitalised terms have the meanings given in those agreements. In the event of any conflict, the relevant agreement prevails.
1. Purpose
1.1 This procedure sets out how Pracctice Limited handles concerns, escalations and complaints about the Software or Services, and how an unresolved complaint proceeds to formal dispute resolution.
1.2 All enquiries, escalations and complaints are logged in Pracctice’s customer relationship management system so that they can be tracked and managed centrally.
2. Stage 1 — Support
2.1 Any concern should first be raised with the Support Desk Team through the normal support channels.
2.2 A User who is dissatisfied with the handling, progress or outcome of a Support Ticket may escalate it to the Support Desk Manager, by telephone or by email with the word "Escalation" in the subject line.
3. Stage 2 — Formal complaint
3.1 If the matter is not resolved at Stage 1, the Customer may make a formal complaint in writing, addressed to the Operations Director, by email to complaints@ospreyapproach.com or by post to Pracctice Limited, Suite 1, Falstaff House, Sandy’s Road, Malvern, WR14 1JJ.
3.2 The complaint should identify the Customer, the matter complained of, the steps already taken and the outcome sought.
3.3 Pracctice will acknowledge the complaint and investigate it. Investigation will normally be completed within ten Working Days of receipt; where it will take longer, Pracctice will say so and give a revised timescale.
3.4 On completion of the investigation, the Operations Director, or a senior manager nominated by the Operations Director, will write to the Customer with the findings and any proposed resolution.
4. Stage 3 — Formal dispute notice
4.1 If the complaint remains unresolved after Stage 2 and the Customer wishes to pursue it as a formal dispute, either Party may give the other written notice of the dispute in accordance with the notice provisions of the relevant agreement.
4.2 A dispute which is not reasonably capable of being dealt with through Stages 1 and 2 may be raised directly by formal dispute notice.
4.3 Following a formal dispute notice, the Parties will attempt to resolve the dispute through good-faith discussions between senior representatives of each Party who have authority to settle it. Those discussions will take place within 20 Working Days after the formal dispute notice. Before those discussions, Pracctice will provide the Customer with copies of the documents relied on in its investigation.
5. Stage 4 — Mediation
5.1 If the dispute is not resolved through those discussions, either Party may refer it to mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure.
5.2 The mediator’s fees and CEDR’s mediation charges will be shared equally between the Parties unless otherwise agreed. Each Party will bear its own other costs.
5.3 Mediation is a confidential, without-prejudice process in which an independent mediator appointed through CEDR assists the Parties to reach their own settlement. The mediator does not impose a decision.
6. Courts
6.1 Subject to either Party’s right to seek urgent injunctive or other interim relief, the courts of England and Wales have exclusive jurisdiction over any dispute or claim arising out of or in connection with the relevant agreement, and that agreement is governed by the law of England and Wales.
7. General
7.1 The existence of a complaint, dispute or mediation does not suspend any payment obligation, suspension right or other right or remedy under the relevant agreement.
7.2 A concern about the processing of personal data may be raised under Stages 1 and 2 of this procedure or directly with Pracctice’s Data Protection Officer at complaints@ospreyapproach.com. Stages 3 to 5 apply only to disputes arising under an agreement between Pracctice and a Customer. Nothing in this procedure affects the right of any individual to lodge a complaint with the Information Commissioner’s Office.
7.3 Pracctice may amend this procedure from time to time by publishing a revised version on its website.
