While Experisys IT Ltd always tries to get things right the first time because the Experisys IT Ltd as a whole believes excellent customer service is a key business objective, it is acknowledged that complaints will arise. This complaint handling procedure aims to:
Resolve all complaints quickly and with courtesy, understanding and fairness. We aim to satisfy customers with both the way we handle a complaint and with the outcome. Use complaints to improve the services offered to our customers. We view complaints as a valuable source of information about the services we provide to our customers and this information contributes significantly towards our programme of customer service improvements
Definition
A complaint is any expression of customer dissatisfaction with Experisys IT Ltd or their affiliate, which performed the service or the service itself.
Disclaimer
An acknowledgement by Experisys IT Ltd or their affiliate of receipt of a complaint does not, and shall not, be deemed acceptance of the facts set forth therein nor acceptance of liability.
Procedure
We will deal with any complaints we receive effectively, efficiently, fairly and confidentially so long as such complaints are received not later than twenty-eight (28) working days from the date the services giving rise to such complaints were performed. We will endeavour to acknowledge any complaint within five (5) working days and will provide you with a likely time-scale for resolving the dispute and will further keep you advised about any progress made.
How and Where to Complain
All complaints should be made in writing giving full details to the Managing Director at the offices of Experisys IT Ltd.
(i) by emailing us: info@experisys-it.co.uk
(ii) by faxing us: 0141 952 9656
(iii) by writing to us:
Experisys IT Ltd
Carus House
201 Dumbarton Road
Clydebank G81 4XJ