We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.
Stage 1: Contacting us
If you have a complaint about any aspect of our service, then we would like to hear from you. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.
You should initially lodge your complaint to our support HelpDesk.
Stage 2: Taking your complaint further
If you remain unsatisfied with our helpdesk response you should send an email direct to our dedicated complaints team to firstname.lastname@example.org. You MUST include your helpdesk ticket reference number in the subject of your email.
Stage 3: Making a complaint in writing
If after discussing any concerns you are dissatisfied with the response provided, you can make a formal complaint by writing to the relevant department at the following address, detailing your account details and the outstanding complaint.
Your complaint will be acknowledged in writing or via telephone within five working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten working days. Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.