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Complaints Policy

Dear Customer,

 

Our aim is always to provide an exceptionally high level of service. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame. If you have a complaint about any aspect of our service, then we would like to hear from you.

 

 The following procedure explains how we deal with complaints and our commitments to you.

How to tell us if you have a complaint


To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.




Our complaints contact details are:


Email: info@connectiontechnologies.co.uk

Telephone: 0333 015 2615

By letter to:

Connection Technologies Limited

Fareham Innovation Centre Merlin House,

4 Meteor Way,

Fareham,

Lee-on-the-Solent,

PO13 9FU




What information do we need to address your complaint?


To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

• Your full name and preferred contact details

• Full details of your complaint

• Copies of relevant emails/paperwork

• What you expect us to do to put things right

• Any other information that you think may be relevant




What we do if we receive a complaint from you


Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

1. Your case reference will be your order/contract number

2. We will give you the name and title of the person handling your complaint

3. We will send you written acknowledgement within 3 business working days of receiving your complaint

4. Make contact to seek clarification on any points where necessary

5. Fully investigate your complaint internally and third parties where relevant

6. Keep you informed and fully updated regarding any progress

7. Discuss with you our findings and our proposed response

8. Our aim will be to send you our final written response within ten working days but no later than eight weeks.




Investigation


The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint and will:

• Deal with complaints promptly and fairly

• Give complainants clear replies and, where appropriate, fair redress




Final Response


This will clearly set our decision and the reasons for it, as well as any action we’ll take to put things right, if appropriate.




Complaints settled within 3 business days


Complaints settled to your satisfaction within 3 business days are recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.

2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration.




Closing a complaint


We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have.