Complaints Handling & Dispute Resolution Policy

Introduction

UK IT Networks is a fresh new supplier of innovative Information Communications & Technology solutions and services to UK businesses & the public sector. Our trading model is based on the ability to which it can adapt to its target market and client base, symbolised by the use of the chameleon within our logo.

This policy is published on out company website www.ukitnetworks.com copies of which can be downloaded or requested from us without charge.

How to contact us

Please contact our Customer Service Team from 8.30am to 5:30pm Monday to Friday by:

Complaints

We make every effort to ensure our services surpass your expectations. However we understand that sometimes things can sometimes go wrong. We take customers views very seriously and will always try and resolve any concerns as quickly as possible.

If you have a complaint about any aspect of our service, your first step is to contact our Customer Service Team or Account Manager on 0344 324 8585.

Your UK IT Networks Limited representative will ask about your complaint, raise a case within our CRM, and try to resolve your complaint whilst you’re on the telephone. You may be asked for your account password if you are not a named person against your account. This is in line with our data protection policy and is carried out to protect our customer’s privacy.

If you are dissatisfied with the outcome or no resolution can be found, please advise the representative of this, and they will escalate this to a manager within the company.

If both the manager, and/or the customer services representative are unable to resolve your complaint to your satisfaction, this will then be escalated to the Operations Director as stated within our escalation matrix.

At this stage if a resolution cannot be found between you and a company director, or has been outstanding for more than 8 weeks from the point you officially made your complaint to us in writing or a case was raised with your complaint, we will send you a letter stating that your complaint has reached “deadlock’’. At this stage you may make a complaint to the Ombudsman Services: Communications; an independent alternative dispute resolution scheme (ADR).

Contact Details for Ombudsman Services:

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a ‘Deadlock’ letter.

If you have not received a ‘Deadlock’ letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to UK IT Networks.

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.