How do I escalate an issue?

Our Client Support team uses an online ticketing system to track and manage complaints efficiently. Any issues with products or services are given high priority and immediate attention. We aim to resolve all issues within 24-48 hours.

You can submit complaints through various channels: live chat, email, or using our standardised complaints form below. Our process is as follows:

  1. Initial Investigation:

    • If there's any product or service issue, whether it relates to failing to meet agreed Key Performance Indicators (KPIs), quality concerns, or delivery issues, our client support team will investigate the cause and implement actions to prevent it from happening again. They will log the complaint on a shared sheet, including all communications and steps taken to resolve the issue.
  2. Escalation to Key Account Manager:

    • If the issue happens again, it will be escalated to your Key Account Manager for further investigation and resolution. They will follow up to ensure that the problem is resolved to your satisfaction and address any additional concerns.
  3. Escalation to Commercial Director:

    • If the resolution is still not satisfactory, the issue will be escalated to the Commercial Director for further attention.

If you have a complaint to make, please use our standardised form below. This structured approach ensures swift and effective resolution of any product or service issues.