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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. 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 Sales and Customer Care in any of the following ways:

Customer Relations

iansyst Ltd
Fen House
Fen Road
Cambridge
CB4 1UN

What can I expect?

If you contact us by telephone:

You will be put through to one of our trained Customer Care Executives.

  • If our Customer Care Executive is unable to answer your query or deal with your complaint, they will refer it to the Sales and Customer Care Manager who should contact you within 24 hours of your initial call. If the Sales and Customer Care Manager is unavailable, you will be contacted by another Technical Manager or the Sales Operations Manager.
  • In the unlikely event that the Sales and Customer Care Manager is unable to resolve your complaint, we would ask that you put your complaint (ideally in writing) to the Sales Operations Manager. We should acknowledge receipt of your complaint within 24 hours, and a fuller response should be sent to you within 5 working days by the Sales Operations Manager or another Senior Manager.

If you contact us in person at our office, we will do our best to get one of our Customer Care Executives to see you. If this is not possible, or if they are not able to deal with the matter, the same procedure as above will apply.

If you contact us in writing or by email or fax:

  • Unless you expressly request that you wish to be contacted by telephone, one of our trained Customer Care Executives will reply to you, in writing, within 7 working days of receipt of your complaint.
  • Any unresolved complaints will follow the escalation process detailed above.

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. 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.