BinaryWebs Complaints Procedure

Complaints Procedure

The policy of BinaryWebs is to deal with any customer complaints fairly. To achieve this aim we have implemented the following procedures within our organisation:

1) All complaints are recorded in writing in the company complaints record book which will include details about the date when the complaint was received, the action required to address and resolve the complaint and the date when the action will be completed. Immediate discussions about the complaint will be recorded, also.

2) Any complaint will be acknowledged in writing to the complainant confirming that the complaint is being addressed in accordance with our complaints policy.

3) We undertake to investigate any complaint properly and fairly.

4) We will respond to all complaints within a period of three working days.

5) Where we find that any work is required or action needed to resolve your complaint, then the work or action will be undertaken in the quickest practicable time.

How to make a complaint:

If you have a query or a problem with any BinaryWebs service or product we want to resolve it quickly and effectively. Please follow the steps below:

1) Write with details of your complaint to:
BinaryWebs
38 Birch Tree Road
Stocksbridge
Sheffield
S36 1GN

2) A Customer Care representative will look for an appropriate solution and will inform you of how long it will take for the complaint to be investigated and resolved.

3) If a Customer Care representative can't resolve the complaint, your complaint will be directed to Customer Care manager who has a higher level of authority to resolving your complaint quickly.

4) If the Customer Care manager can't resolve your complaint, or you're unsatisfied with an outcome, details of your complaint will be passed to a company director. The director will investigate your complaint to ensure that all reasonable and appropriate steps have been taken.

The company director will check to:

a) make sure we have all relevant information

b) return your call or respond in writing within two working days and reply with a solution within five working days

c) give clear and immediate instruction to a Customer Care manager on how to resolve your complaint

Information relating to your complaint and the resolution reached will be entered into the BinaryWebs Customer Care system, which will be updated with details the of actions taken to resolve your complaint.