Complaints Procedure

Introduction

Making a complaint

How to get in touch with Microlink Customer Solutions Team

By Email

By Post

Stage 1- Resolving a complaint

Stage 2- Escalation (Customer Solutions Management)

Final Stage Escalation (Senior Management)

Independent Review

Stage 1 Complaint SLA

Escalation Stage 2 SLA

Escalation Final Stage SLA

Introduction

At Microlink we aim to provide the best service to our valued customers.  However, if you feel that the service we have provided has not been what you expected, please let us know so we can work together with you to put this right as quickly as possible.  Additionally, any feedback received is valuable to the improvement of our Customer Service.

This document provides information on how to make a complaint and give you guidance on our procedure.

Making a complaint

If you are dissatisfied with the service you have received, please let us know so we can put it right.  You are a valued customer to Microlink and your complaint is very important to us.

We are committed in addressing all complaints fully and fairly within our complaints timeframe.  A dedicated member of our Customer Solutions team will work with you to address the nature of the complaint and decide upon the best way to resolve it.

How to get in touch with Microlink Customer Solutions Team

There are two ways in which to escalate a complaint to us:

  • Email
  • Post

By Email

The dedicated email address is customersolutions@microlinkpc.com

In order for us to investigate the complaint quickly it is helpful that you provide the following information within your email.

  • Your full name
  • Company name (If applicable)
  • Work location (If applicable)
  • Funding body / Assessor (If applicable)
  • Contact telephone No’s
  • Email address
  • The reason for the complaint

By Post

If you prefer to send us your complaint in a letter, you can write to us at the following address:

Customer Solutions Team

Microlink PC (UK) Ltd

Microlink House

Brickfield Lane

Chandlers Ford

SO53 4DP

Please include the following information within your letter:

  • Your full name
  • Company name (If applicable)
  • Work location (If applicable)
  • Funding body / Assessor (If applicable)
  • Contact telephone No’s
  • Email address
  • The reason for the complaint

Stage 1- Resolving a complaint

  • Our dedicated Customer Solutions Team will log and acknowledge receipt of your complaint within 5 working days.
  • A Customer Solutions Team advisor will be assigned to your case and will contact you to discuss your complaint, and capture the information required to investigate the complaint fully.
  • Where possible we will try to resolve your complaint over the telephone. However, if this is not possible, we will agree a course of action and provide you with a clear timeframe and next steps.
  • Our Customer Solutions Team will work with you to establish the root cause of the complaint and involve all relevant parties (internal/external stakeholders) to resolve the complaint in a satisfactory manner.
  • An investigation will be conducted, and the advisor will keep you updated and provide clear information at every step of the process.
  • On completion of the investigation the advisor will produce a full written response, providing timeline of events, together with the outcome of the investigation. and resolution.
  • The advisor will discuss the outcome of the investigation and put forward their resolution to you.
  • If we do not hear from you within 15 working days of notifying you of the outcome of your complaint, we will take this as your formal acceptance of the resolution and close your case.
  • If you are unhappy with the resolution you can request to have your case escalated to Microlink’s management team.

The escalation path is as follows:

Stage 2 Escalation – Customer Solutions Management team

Final Stage Escalation – Senior Management team

Stage 2- Escalation (Customer Solutions Management)

Your case will be referred to the Customer Solutions Management team who will be provided with the full complaint and copy of the response detailing the outcome of the initial investigation.

  • A Customer Solutions Manager will be assigned to your case and carry out a separate investigation.
  • The Customer Solutions Manager will discuss the outcome of their investigation with you and inform you if they agree with the original complaint resolution and provide a justification for their decision or notify you of their separate resolution.
  • If we do not hear from you within 15 working days of notifying you of the outcome of your complaint, we will take this as your formal acceptance of the resolution and close your case.
  • If you are not satisfied with the separate investigation decision you can request your complaint is escalated to Microlink’s Senior Management team for final review, stating in writing why you are dissatisfied with the outcome.

Final Stage Escalation (Senior Management)

  • Your complaint will be reviewed by a member of the Senior Management team who will consider the initial investigation findings and resolution together with the separate investigation and outcome.
  • The Senior Manager will engage with external/internal stakeholders where necessary and produce a report of their findings and final decision.
  • If we do not hear from you within 15 working days of notifying you of the outcome of your complaint, we will take this as your formal acceptance of the resolution and close your case.
  • A copy of the Senior management report will be provided to you and your case closed.

Independent Review

Should you feel your complaint has not been resolved satisfactorily, you can refer your complaint to your respective service team to carry out an independent review.

  • If you are a Corporate customer, please contact your company Client Workplace Adjustment or Disability team.

Stage 1 Complaint SLA

  Acknowledgement Response/Completion
Email 5 Working days 10 Working days
Post 5 Working days 10 Working days

Escalation Stage 2 SLA

Acknowledgement Outcome/Completion
5 Working days 10 Working days

Escalation Final Stage SLA

Acknowledgement Outcome/Completion
5 Working days 10 Working days