Complaints Procedure

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 would like to know how we can improve it, we also want to put things right as quickly and fairly as possible.

We want to put things right quickly and fairly.

Your opinion is very important to us.

Our customer Solutions team focus on resolving challenges and issues that come up during your interactions with Microlink.

In some circumstances our complaints procedure will not be the appropriate way to deal with an issue that has arisen. If this is the case, we will agree an acceptable timescale with you and aim to resolve your problem as quickly as possible within the next 48 hours.

How do I report a complaint?

Usually your first step will be to contact the department that you have been dealing with who will try to resolve your concern there and then.

If this is not possible your details will be escalated to our Customer Solutions team who focus on resolving challenges and issues that come up during customer’s interactions with Microlink.

The Customer solutions team will initially respond to your complaint within a 48-hour window. 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, by email or through our website.

Telephone 02380 240345
Address Customer Solutions
Microlink PC (UK) Ltd
Microlink House
Brickfield Lane
Chandlers Ford
SO53 4DP
Email customersolutions@microlinkpc.com
Website www.microlinkpc.com

We will handle your complaint in a fair and unbiased way and we will keep your complaint confidential.

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 also be sent to you within two working days.
  • Introduce you to the member of the Customer Solutions team that will be dealing with your case they 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.

After completing the Microlink complaints process, if you feel that you have exhausted all avenues of your complaint and you are still not satisfied with the outcome then you can appeal to DSA QAG www.dsa.qag.org.uk or alternatively you can refer your complaint to your disability officer at your assessment centre and thereafter your funding body.

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.