Whilst we strive to ensure all the experiences our customers have with us are outstanding, we understand that at times, we may fall short on our expectations. All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We understand that monitoring, and dealing with complaints promptly enables us to identify areas of weakness and we will then work to address these and continue to improve our service.
To make a complaint please email us on firstname.lastname@example.org, this goes directly to our senior management team. You should ensure you include as much information about the issue as possible, such as date & time when the incident occurred, ticket reference IDs, names of any staff members you spoke to, details about the problem, what you did, how it started and any other relevant details. We endeavour to respond to all complaints within three (3) working days - although usually a response is much quicker. If you are unhappy with any service provided by us please contact us immediately.
If the response does not meet your satisfaction, you may request that the complaint be escalated to a company Director for review. One of our directors will then assess your complaint and the steps taken so far by our staff; they will then provide a final response within fifthteen (15) working days of the complaint escalation.