Vision ICT Complaints Policy
Introduction
Vision ICT is committed to providing high-quality services to all our clients. We value feedback as it enables us to improve our services and maintain the highest standards. This policy outlines our approach to handling complaints.
Scope
This policy applies to all complaints received regarding any aspect of our services, including website design, support, and training.
How to Make a Complaint
Informal Resolution: We recommend discussing any concerns informally with your primary contact at Vision ICT. Many issues can be resolved quickly through open communication.
Formal Complaint: If the issue is not resolved informally, please submit a formal complaint in writing. You can do this via email at or by post at 2 Arkles Lane, Liverpool, L4 2SP.
Complaint Details
Please include the following information in your complaint:
- Your name and contact details
- A clear description of the complaint
- Any relevant documents or correspondence
Complaint Handling Process
- Acknowledgment:
- We will acknowledge receipt of your complaint within 3 business days.
- Investigation:
- Your complaint will be investigated by a member of our management team. We may contact you for further information during this process.
- Resolution:
- We aim to resolve complaints within 10 business days. If more time is needed, we will inform you of the delay and the expected resolution date.
- Outcome:
- Once the investigation is complete, we will communicate our findings and any actions taken to resolve the issue.
Appeals Process
If you are not satisfied with the outcome, you may request a review of the decision. The appeal will be handled by a different manager to ensure impartiality.
Confidentiality
All complaints will be handled in confidence and in accordance with data protection regulations.
Continuous Improvement
We regularly review complaints to improve our services and prevent future issues.
Contact Information
For any queries or to submit a complaint, please contact us at:
