Customer Charter

At Cenareo, we are committed to providing you with the highest levels of customer service and communication. This Customer Charter sets out how we plan to achieve this.


We will make it as easy as possible to contact our technical support by email. We will also make it easy to contact our sales and administration teams, during office hours by phone or by email.


We will provide clear, complete and accurate information on our products, services and pricing; on the phone, on our website and via email. We will ensure our invoices are clear, easy to understand and provide all the details you need.


We ensure that in every aspect of our work, each Cenareo employee is responsible and accountable for the quality of their work output. We will continuously enhance and improve our platform and product offering to ensure that the service we provide continues to meet and exceed the expectations of our customers. We will work with our customers diligently to correct any problems and will take action to ensure that the problem does not occur again.

Honesty and Integrity

At all times striving to be friendly, courteous, honest and treating all clients as valued customers.

Making certain that, should the level of service we provide fail to meet your reasonable expectations, we will take steps to rectify the situation as soon as it is brought to our attention. In the event that you are not happy with the resolution provided, we will endeavour to escalate and resolve the issue within the relevant department.

Providing a formal, documented Customer Complaints Procedurefor issues that cannot be resolved within the departments concerned *(see below for details).

Privacy and Security

Treating your personal information in the strictest confidence and ensuring that details of your service are only discussed with you or your authorised representative.

Complaints Procedure

Our complaints procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed to:

Your complaint will be fully investigated by the department, who will aim to respond fully.

Stage 2

If for any reason, you are not completely satisfied with our response, you should write to:-

The Operations Manager
Cenareo IOT3
201 rue Pierre et Marie Curie
31670 Labège

After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response.