Complaints Procedure
Our commitment to clients
Our aim is to provide the highest level of service and quality in all our services and products to clients.
We do however recognise that from time to time clients may not be satisfied with the service or products they receive and may wish to raise a complaint.
We recognise complaints as a way to help improve our services, communication or other aspects of our business.
We therefore aim to ensure that:
-
Making a complaint is as easy as possible
-
We treat complaints seriously
-
We deal with complaints promptly and in confidence
-
We learn from complaints and use them to review and improve our service.
What is a complaint?
A complaint is when you tell us you are not happy about the services or products we provide. With regards to this Information Site it could include:
-
When we do not upload new content when on the date we say we will
-
If you have problems logging-on to the site
-
If you have a problem subscribing to the site or making a purchase via the site
-
If you have a problem when you try to contact us (e.g. we don't return your call, or respond to your enquiry form)
-
Or anything else...
How to make a complaint?
If you wish to make a complaint you can call us on 01977 797359. You can email us using: mark@theactgroup.net or write to us at:
A.C.T (National) Ltd, Pomfret Business Centre, 2 Harropwell Lane. Pontefract. WF8 1QY
Often talking over any areas of concern can resolve the problem quickly and we can find a positive way forward.
Response Times
We will acknowledge receipt of your complaint within 2 working days (this may be via email or in writing or by telephone depending on the circumstances).
We will aim to respond (and hopefully resolve) any complaint as soon as possible (and ideally within 10 working days). If there is a delay in responding we will keep you informed of our progress.
How might complaints be resolved?
Complaints may be resolved through conversation and clear communication. At other times we may recommend some specific action or change how we deal with matters in the future. Each situation will be considered depending on the circumstances, but our aim will be to find a resolution that is satisfactory to everyone.
Other Comments or Suggestions
We are also happy to receive any other constructive comments or suggestions about the Information Site or any of our services.
Please contact us in any of the ways mentioned above.
