Complaints Procedure
Complaints Procedure Contents
1. Introduction
2. What is a complaint?
3. How do I complain?
4. What happens next?
5. Just want to sound off?
1. Introduction
We want all our customers to receive a high standard of service from us. If you are not satisfied with our service for any reason, we want to know.
We want to put things right quickly and fairly.
Your opinion is very important to us.
Customer Solutions is a small team of relevant Managers responsible for solving high level complaints.
The Customer Solutions team meet every morning to discuss and track current issues. Each case is looked at individually and followed through to completion by one point of contact.
2. What is a complaint?
A complaint is when you tell us that you are unhappy with something we have done or not done, and we have not put things right.
In some circumstances our complaints procedure will not be appropriate because there is another route for handling your problem. If so, we will agree an acceptable timescale with you and aim to resolve your problem as quickly as possible.
3. How do I report a complaint?
Usually your first step will be to complain to the department that you have been dealing with. They will try to deal with it there and then.
If this is not possible your details will be escalated to our Customer Solutions team, who will respond within 2 hours. You will not receive a written response at this informal stage, unless you ask for one.
You can report your concerns to us by phone, in writing or by email.
02380 240 368
customersolutions@microlinkpc.com
Customer Solutions
Microlink PC (UK) Ltd
Microlink House
Brickfield Lane
Chandlers Ford
SO53 4DP
We will handle your complaint in a fair and unbiased way and we will keep your complaint confidential.
4. What happens next?
When we receive your complaint we will:
- Acknowledge your complaint within two hours by telephone. If you have sent a complaint in writing to us a written acknowledgement will be sent to you within two working days.
- Advise you of the name and direct contact number of the Customer Solutions representative that will be dealing with your case who will be making regular contact to apprise you of any updates.
- Collate as much information as possible and then liaise with the various departments involved to resolve the complaint.
- Establish all of the facts; inform you of the outcome and discuss if the suggested resolution is satisfactory.
- Liaise with the funding body and Microlink’s General Manager if you are not satisfied with the outcome.
5. Just want to sound off?
You can do this by calling our ‘Rant Line’ on 02380 240 380. This is an automated messaging system that we use to improve our customer service. You will not be able to speak to a member of our staff by calling this number, or receive a response from us, but the line is there for you to let us know any concerns you may have. We will use your feedback to improve our service.
Don’t be afraid to tell us when you’re not satisfied – we welcome all feedback.
If you have difficulty understanding this information or would prefer to receive an alternative format (i.e. translated, audio, Braille or large print) please contact us.
On rare occasions we reserve the right to restrict or change access to our complaints service. This may happen if, for example, a person is persistently aggressive or abusive or makes a large number of unreasonable and persistent demands. We will tell the person in writing why we have decided to restrict access, what the restrictions are and how long they will last.
