We aim to give all of our customers products and services which truly add value to their business – but we know that from time to time, things don’t go as planned.
We take all complaints very seriously, and aim to deal with any issues quickly and fairly. We also want to learn and improve the experience we give to our customers each time we resolve a query.
Our complaint procedures cover all aspects of our services including:
- Products
- Sales
- Support services
- Training services
How the complaints process works
Step 1: If you are not happy with a specific aspect of our service, our customer support team is here to help. Please contact them here by raising a support ticket. Our team will respond as quickly as possible.
If you feel we haven’t dealt with your concerns, please follow the steps below.
Step 2: If you have already contacted our support team, and feel your query has not been resolved, you can escalate your issue through our complaints process by submitting the form below.
Your query will then be escalated as a complaint, and the points you raise will be investigated fully within the following timescale:
- Acknowledgment of your correspondence within 2 working days
- A thorough review of the issue and response within 10 working days
Should the issue be complex and require additional investigation, we’ll advise you about this within 10 working days.
While assessing and responding to your complaint, we’ll:
- Ensure your query is kept confidential
- Deal with your query in a polite and helpful way
- Give you a contact name and telephone number
- Learn from complaints and use them to review and improve our service