Giving feedback or raising a complaint with Sonder
This article explains how to share feedback about your experience with Sonder, how to raise a formal complaint if something hasn't met your expectations, and what happens next.
Why we want your feedback
Sonder's vision is to keep improving. Your feedback, whether it's praise, suggestions or complaints, helps us understand what's working and where we need to do better. We take every piece of feedback seriously and use it to make the service better for everyone.
If you're a member:
You have two ways to reach us:
Via the Sonder app (recommended)
- Open the Sonder app
- Go to More (bottom menu)
- Select Feedback
- Choose the feedback type: Bug, Question, Suggestion, Compliment or Complaint
- Tell us your thoughts
- Press Submit
Via email
If you prefer email, you can write to hello@sonder.io with the feedback type as the subject line and include:
- What happened (be specific about the scenario, good or bad)
- How Sonder did/didn't meet your expectations
- Any other details that will help us investigate
If you're a customer (account admin or HR/P&C representative)
If you're a customer:
Members always have the option to provide feedback to Sonder directly (see above). But if you're aware of a member's feedback and they'd prefer you to raise it, you can.
Important: If a member raises a complaint directly with Sonder, we'll share detailed findings with them but are not be able to share these specifics in our response to customers due to confidentiality. If you're raising a complaint on their behalf, encourage them to reach out directly for the best outcome.
To raise a complaint on behalf of a member:
Email customer.support@sonder.io with the subject line "Complaint" and include:
- Employee/member name and email address
- Date of the case or incident
- Details about the case:
- What is the scenario or concern
- Information on how Sonder did not meet expectations
- Any other details relevant to the investigation
Timelines:
- Initial acknowledgement (within 1 business day): You'll get an email from our support team confirming we've received the piece of feedback
- Investigation (complaint): A Quality Assurance Manager will be assigned internally to review the case and member's history with Sonder, speak with clinicians involved and investigate the concern
- Response from Customer Support (up to 10 days, timeline depends on complexity): You'll receive a summary of our findings, including any process or product improvements we've identified and whether there was a fault on Sonder's side. We won't share specific case details because of member confidentiality. If you want to know more about what happened, the member will need to reach out to us directly, and they can choose to share details with you.
What happens after we investigate (complaints)
Depending on what we find, remediation may include:
- Welfare check: We'll reach out directly to the member to offer immediate emotional and psychological support
- Clinical support: Additional support from a Sonder Care Specialist or mental health professional
- Responder deployment: In critical situations, we may deploy on-site support
- Process improvements: We'll identify what needs to change in our systems or training to prevent this happening again
Every complaint is reviewed to see what we can learn and improve.