Our Commitment to You
At Coactive ICT Ltd, we are committed to providing our customers with the highest standards of service. However, we recognise that there may be occasions when things go wrong or when you are dissatisfied with the service, communication or experience you have received from us.
When this happens, we want to know about it.
This Complaints Procedure explains how you can raise a complaint with Coactive ICT Ltd, how we will handle your concerns, and the steps we will take to investigate and resolve the matter fairly, transparently and as quickly as possible.
There is no charge for making a complaint.
Our Guiding Principles
Accessible: We make it straightforward for anyone to raise a complaint with us.
Fair: We will listen to your concerns and consider your complaint objectively and impartially.
Transparent: We will explain how your complaint is being handled and keep you informed of significant developments.
Timely: We will aim to investigate and resolve complaints as quickly as reasonably possible.
Accountable: Complaints will be handled by an appropriate member of our team and escalated where necessary.
Confidential: Information relating to your complaint will be handled appropriately and in accordance with applicable data protection requirements.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction about Coactive ICT Ltd, our products, services, employees, representatives, processes or the way in which we have handled a particular matter.
A complaint could relate to, but is not limited to:
- The quality or availability of a product or service.
- Billing, invoices, payments or charges.
- Customer service or communication.
- The sales process or information provided to you.
- The conduct of an employee, contractor or representative.
- Delays in delivering, installing or activating a product or service.
- Technical support or the handling of a fault.
- The handling of a previous enquiry or complaint.
- Data protection, privacy or information security concerns.
- Any other aspect of your dealings with Coactive ICT Ltd that you are dissatisfied with.
You do not need to use the word “complaint” for us to recognise your concerns as a complaint.
How to Make a Complaint
You can make a complaint by telephone, email or post.
Telephone: 0330 2000 554
Email: complaints@coactiveict.com
Post:
Complaints Team
Coactive ICT Ltd
Springfield House
1st Floor, Suite 2
Water Lane
Wilmslow
Cheshire
SK9 5BG
When making a complaint, please provide as much relevant information as possible to help us investigate the matter efficiently.
Where applicable, this should include:
- Your full name.
- Your company or organisation name.
- Your address and contact details.
- Your account or customer number.
- Details of the product or service concerned.
- A clear description of your complaint.
- Relevant dates, correspondence or supporting information.
- Details of anyone at Coactive ICT Ltd you have already spoken to.
- What you would like us to do to resolve the matter.
If you do not have all of this information, you can still make a complaint. We may contact you if we require further information to investigate it properly.
Step 1: Initial Complaint
Where possible, we will try to resolve your complaint at the first point of contact.
The member of our team dealing with your complaint will listen to your concerns, review the information available and determine whether the matter can be resolved immediately.
If we cannot resolve your complaint straight away, we will explain what needs to happen next and ensure that the complaint is progressed appropriately.
Step 2: Investigation
Where a complaint requires further investigation, it will be referred to an appropriate member of our team.
Depending on the nature of the complaint, the investigation may include:
- Reviewing your account and service history.
- Reviewing relevant emails, correspondence and records.
- Reviewing invoices, contracts, orders or other documentation.
- Speaking with employees or other individuals involved.
- Reviewing relevant technical or service information.
- Establishing the circumstances surrounding the complaint.
- Determining whether Coactive ICT Ltd’s policies, procedures or agreed service standards were followed.
We may contact you during our investigation if we require further information or clarification.
We aim to acknowledge a formal complaint within 2 working days.
Step 3: Our Response
Once we have completed our investigation, we will explain the outcome to you and, where appropriate, the action we propose to take.
We aim to provide a substantive response to your complaint within 10 working days.
Some complaints may be more complex and require additional investigation. If we are unable to provide a substantive response within 10 working days, we will let you know, explain the reason for the delay and provide an indication of when you can expect a further response.
Our response may be provided by telephone or email depending on the circumstances and nature of the complaint. Where appropriate, we may provide our final response in writing.
Step 4: Escalation
If you are dissatisfied with the outcome of your complaint, you can ask for it to be escalated for further review.
You should explain why you remain dissatisfied and identify any aspects of our response that you believe have not adequately addressed your complaint.
The complaint will then be reviewed by an appropriate senior member of the Coactive ICT Ltd team who, where reasonably practicable, was not responsible for the original decision.
The purpose of the escalation is to consider whether:
- The complaint was investigated appropriately.
- All relevant information was considered.
- Our response adequately addressed the issues raised.
- The proposed resolution was reasonable in the circumstances.
- Any further action should be taken.
Following this review, we will communicate our decision to you.
Possible Outcomes
The appropriate outcome will depend on the circumstances of each complaint.
Where appropriate, this may include:
- An explanation of what happened.
- An apology.
- Corrective action.
- Rectification of a service or technical issue.
- Correction of an invoice, account or administrative error.
- A refund or account credit where appropriate.
- A goodwill gesture where considered appropriate.
- Further staff guidance or training.
- Changes to our internal policies, procedures or processes.
- Other reasonable action considered appropriate in the circumstances.
Not every complaint will result in corrective action, compensation or a refund. Where our investigation concludes that no further action is required, we will explain our position to you.
Complaints Concerning Data Protection or Privacy
If your complaint relates to the way Coactive ICT Ltd has collected, used, stored, shared or otherwise processed personal information, please make this clear when contacting us.
We will ensure that the matter is referred to the appropriate person within the business and handled in accordance with our data protection obligations and applicable policies.
You can contact us using:
Email: complaints@coactiveict.com
Telephone: 0330 2000 554
Accessibility and Additional Support
We want our complaints procedure to be accessible to everyone.
If you have a disability, communication requirement or other circumstances that mean you require additional assistance when making or progressing a complaint, please let us know.
We will make reasonable efforts to accommodate your requirements.
You may also ask another person to communicate with us on your behalf. Where necessary, we may need to verify that they have your authority to act for you before discussing confidential information with them.
Confidentiality and Data Protection
Information provided to us as part of a complaint will be handled appropriately and in accordance with applicable data protection legislation and our Privacy Policy.
Information will only be shared internally, or with relevant third parties, where reasonably necessary to investigate or resolve the complaint or where we are required to do so by law.
Complaint Records
Coactive ICT Ltd will maintain appropriate records of complaints received and how they were investigated and resolved.
Complaint information may also be reviewed internally to identify recurring issues, service improvements, training requirements or changes that may be required to our processes and procedures.
Continuous Improvement
We take complaints seriously and regard them as an important source of feedback.
Where a complaint identifies an issue with our services, processes or customer experience, we will consider whether changes are required to prevent the same issue from recurring.
Our objective is not simply to respond to individual complaints, but to use the information we receive to continually improve the service we provide.
Contact Us
If you wish to make a complaint or have a question regarding an existing complaint, please contact:
Complaints Team
Coactive ICT Ltd
Springfield House
1st Floor, Suite 2
Water Lane
Wilmslow
Cheshire
SK9 5BG
Telephone: 0330 2000 554
Email: complaints@coactiveict.com
We will take your concerns seriously and work to resolve them as fairly and efficiently as possible.