Complaints Procedure
iVoxx.co.uk Complaints Handling Policy
We are committed to providing a high-quality service to all our customers and Partners. However, when something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details via [email protected]. We then have 10 business days to consider your complaint and if we have not resolved it within this time you may escalate the matter through the Communications and Internet Services Adjudication Scheme (CISAS) and/or Office Of Communications (Ofcom).
What will happen next?
1. We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to one of our Directors, who will review your complaint and speak any relevant member of staff.
3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement email.
4. Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement email.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director…or… someone unconnected with the matter at iVoxx.co.uk to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the
Communications and Internet Services Adjudication Scheme (CISAS)
24 Angel Gate
City Road
London
EC1V 2PT
020 7520 3827
[email protected]
www.cicas.org.uk
UK Telecoms Regulator
Office Of Communications (Ofcom)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
0300 123 3333
www.ofcom.org.uk
We are committed to providing a high-quality service to all our customers and Partners. However, when something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details via [email protected]. We then have 10 business days to consider your complaint and if we have not resolved it within this time you may escalate the matter through the Communications and Internet Services Adjudication Scheme (CISAS) and/or Office Of Communications (Ofcom).
What will happen next?
1. We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to one of our Directors, who will review your complaint and speak any relevant member of staff.
3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement email.
4. Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement email.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director…or… someone unconnected with the matter at iVoxx.co.uk to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the
Communications and Internet Services Adjudication Scheme (CISAS)
24 Angel Gate
City Road
London
EC1V 2PT
020 7520 3827
[email protected]
www.cicas.org.uk
UK Telecoms Regulator
Office Of Communications (Ofcom)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
0300 123 3333
www.ofcom.org.uk
