Complaints Procedure
This is the official complaints policy of Absolutely PC Limited
Absolutely PC Limited are committed to providing a high- quality, reputable service to all our customers, regardless of service level or business size. If a customer is dissatisfied with the standards represented by our team or quality or efficiency of any of our services or products we supply, we need to know at their earliest convenience. Registering an official complaint through our Complaints Procedure (outlined below) will allow us to find a resolution for you and help us to improve our service for other customers in the future. We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service.
1. How to register an official complaint
Before registering an official complaint, we do expect that the customer will have presented the problem to a relevant member of our team, for the opportunity to rectify professionally and amicably. If the customer remains dissatisfied by the situation or response then we encourage this complaint to be escalated to our Problem Solving Team. All official complaints must be sent to this team in writing, either via email to customer.service@absolutelypc.co.uk or posted to our main office at:
Unit 1, Grove Industrial Estate, Gloucester Road, Patchway, Bristol, BS34 5BB
1.1. Complaints about our services and products
We take pride in the services and products that we provide, and constantly monitor the market for upgrades available to ensure that our customers are getting the best service to meet their requirements. If you are making a complaint about a product that you have received from us, it must be within it’s recommended warranty period.
For us to deal with your complaint about a service or product that you have received from us, we will require the following details:
- Full service/ product specification details (you should be able to find this on your agreement if you don’t know it)
- Date of installation by our team
- Details of who this problem is impacting (e.g. is this affecting every user in your business or select people)
1.2. Complaints about a member of our team
At Absolutely PC Limited, we believe that our team are the representation of our business, and we therefore take caution during employment and training to ensure that every one of our employees is reputable, reliable, knowledgeable in their field, and trustworthy. If you are making a complaint about a member of our team, please be aware that this will be held with discretion but may be shared with the employee themselves as well as their Line Manager, to the appropriate level, where required. If we consider your complaint to constitute Gross Misconduct or any other breach of their employment contract, this will not be tolerated, and we may request further details from yourself to use within disciplinary procedures.
2. Expectations of our response
A member of our Problem Solving Team will initially review the complaint and we will acknowledge receipt of this to you within 5 working days, alongside the name and contact details of the person investigating this on your behalf. We will keep you informed about the progress of this investigation, and will complete all development/ resolution notifications via email. There may be instances where we are required to contact you over the phone, in these cases please be aware that all of our inbound and outbound calls are recorded and recordings may be used towards the case if deemed necessary. We will not accept any swearing or verbal abuse towards any member of our team. We aim to have all complaints completed within 28 working days, unless we agree an alternative time scale with you in advance.
3. Escalations
If you believe that your complaint has not been handled in line with this Complaints Policy, or you are dissatisfied with the resolution, then you should contact us again and we will arrange for a member of Senior Management Team, who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for review, confirming our final position on your complaint and explaining our reasons.
If you are still dissatisfied at this stage, you can refer this matter to the relevant Alternative Dispute Resolution Provider. Absolutely PC Limited is a registered member of CompTIA who you can contact through the form:https://www.comptia.org/contact- us/report-candidate to report the situation and act as an impartial complaints handler
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Office
Unit 1, Grove Industrial Estate, Gloucester Rd, Patchway, Bristol BS34 5BB
Opening Hours
Mon - Fri - 8am - 5.30pm
Sat/Sun - Closed
Call Us
0117 9759 523
