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Customer Complaints Handling Procedure

 

Customer Complaints Handling Procedure

At iansyst we pride ourselves on providing the highest level of service to our customers

However, we appreciate that sometimes things go wrong, and when they do, we would like to hear about it. All complaints will be handled in a professional and non-confrontational manner. It is through the valuable feedback of our customers that we can further improve our services.

How do I get in touch?

You can make a comment, representation or complaint by contacting our customer relations team in any of the following ways:

Customer Relations Team
iansyst Ltd
Fen House
Fen Road
Cambridge
CB4 1UN

If you need for us to communicate with you in a special way, eg telephone only or large font, please do let us know and we will accommodate this within the following procedures.

What can I expect?

If you contact us by telephone:

  • You will be put through to one of our trained Customer Relations Executives. If our Customer Relations Executive is unable to answer your query or deal with your complaint, they will refer it to the Customer Relations Supervisor or a Manager who should contact you within 24 hours of your initial contact. In the unlikely event that they are unable to resolve your complaint, we would ask that you put your complaint in writing to the Customer Relations Supervisor using the contact details above.

If you contact us in person at our office:

  • We will do our best to see you. If this is not possible, or if we are not able to deal with the matter, we ask that you please put your complaint in writing.

If you contact us in writing or by email:

  • We will acknowledge receipt of your complaint within 2 working days, and a fuller response should be sent to you within 7 working days by the Customer Relations Supervisor or another Manager.

The overall responsibility for handling of comments, representations and complaints rests with our Board of Directors and is discharged through our Managing Director. Complaints of a very serious nature and complaints which remain unresolved after following the escalation process detailed above, may be addressed directly to the Managing Director in writing at the address above. We will acknowledge receipt of your complaint within 24 hours, and you can expect a response within 10 working days.

And if your complaint is still not resolved to your satisfaction?

If your business is not related to a Disabled Students’ Allowance (DSA) claim, the ruling of the Managing Director, on behalf of iansyst Ltd’s Board of Directors, is final.

If your business is related to a Disabled Students’ Allowance (DSA) claim, and you do not feel that iansyst has been able to address issues you have raised, you may refer your complaint to your disability officer, assessor or assessment centre.

They will take your complaint up on your behalf with iansyst, in accordance with their own complaints handling procedures.

In the unlikely event that this does not offer a final resolution, you can ask the DSA Quality Assurance Group to arbitrate (for contact details see www.dsa-qag.org.uk). DSA-QAG will not consider a complaint unless it has been through the process above. DSA-QAG’s decision in all complaints relating to DSA claims is final.