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Complaints Policy

Complaints Policy

V2.0

 

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:

Tel: 0344 324 8585
Email: support@ukitnetworks.com
Fax: 0344 324 8586
Post: 3 The Clocktower, Manor Lane, Holmes Chapel, Cheshire, CW4 8DJ
Web: www.ukitnetworks.com
24×7 Out of hours: 0344 324 8587

 

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:

Tel: 0330 440 1614
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Communication PO Box 730, Warrington, WA4 6WU
Web: https://www.ombudsman-services.org/

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.

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We have always found that UK IT Networks will go the extra mile to resolve issues and combining our IT services under one umbrella makes our communication more efficient.

“With 8×8, our employees can all talk to each other across different sites at the click of a button. UK IT Networks are proactive when responding to issues – problems are resolved quickly and efficiently.”

“Great customer services and account management with a great range of services available for all communications requirements. They grow with your requirements with no restrictions. Simply a great company to deal with.”

“First class from start to finish, I explained my requirements and was given a choice of speeds and services, along with the prices of each. All came through to sign off and installation dates were provided.”

“We recently moved our NGN Platform into the control of UK IT Networks, this has been a great move for our company. Not only has this saved us money on our existing setup but will continue to save us money as we move forward with them.”

“As a busy office products company who takes over 100 telephone orders per day UK IT Networks are a vital supplier. Their pricing is very competitive but much more important to us is the level of customer services that they provide, world-class, fast efficient and friendly.”

“We have formed strong professional relationships with UK IT Networks and, in an age where call centres prevail, it is refreshing to know who you are talking to and with a company who truly understands your organisation and its particular challenges.”

“Partnering with UK IT Networks has meant that communications between our sites are now seamless and most importantly, their expert account management team are on hand anytime we need them to help us make the most out of the hosted phone system they have supplied us with.”

“Since using UK IT Networks we have seen a huge difference in the levels of efficiency within our internal operations causing us to see a higher level of performance all round. We are incredibly pleased with the service we get and I would definitely recommend them.”

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Working with proven UK partners to deliver world class services.

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UK IT Networks