Customer Care and Feedback
We do our best to remain firm in our committment to serve you.
But when something goes wrong on our end we need to hear about it immediately.
Please call, email or fill in the below form and someone will get back to you.
Many thanks ~ the LBTech Solutions Team
Woodland Place,
Wickford.
SS11 8YB
Grantham.
LB Tech Solutions LTD - Complaints Procedure
LB Tech Solutions Ltd – Complaints Procedure
- Introduction
LB Tech Solutions Ltd is committed to providing high-quality services to our clients. We value feedback and take complaints seriously, using them as an opportunity to improve our services. This procedure outlines how we handle complaints to ensure they are resolved promptly and fairly.
- How to Submit a Complaint
Clients can submit complaints through the following channels:
- Email: complaints@lbtechsolutions.co.uk
- Phone: 01234 567890
- Online Portal: www.lbtechsolutions.co.uk/customercare
- Postal Address: LB Tech Solutions, Hurricane Way, Woodland Place, Wickford, SS11 8YB
- Complaint Acknowledgement
- All complaints are acknowledged within 24 hours of receipt.
- Acknowledgement is sent via the same channel through which the complaint was received, unless otherwise specified by the client.
- Initial Assessment
- The complaint is logged in our complaints management system.
- The Helpdesk Manager conducts an initial assessment to determine the severity and nature of the issue.
- The client will be informed of all steps that will be undertaken during the assessment period
- Investigation
- A dedicated team is assigned to investigate the complaint.
- This includes gathering all relevant information, interviewing staff involved, and reviewing any related documentation or data.
- The investigation process aims to be completed within 5 working days.
- Resolution Proposal
- A resolution proposal is prepared and shared with the client.
- The proposal includes steps to address the issue, a timeline for resolution, and measures to prevent recurrence.
- The client is invited to provide feedback on the proposed resolution.
- Implementation
- Agreed actions are implemented promptly.
- The client is kept informed of progress and any developments during the resolution process.
- Follow-up
- A follow-up is conducted within 2 weeks of resolution to ensure the client is satisfied and the issue has been fully addressed.
- Additional follow-ups may be scheduled as necessary to monitor long-term satisfaction.
- A satisfaction survey to gather feedback maybe utilised to identify any areas of further improvement
- Escalation Process
If a complaint cannot be resolved through the standard procedure, the following escalation steps are taken:
9.1 Escalation to Director
- The complaint is escalated to the Director for review.
- The Director will meet with the client to discuss the matter in detail and seek a satisfactory resolution.
9.2 Mediation
- If necessary, an independent mediator is appointed to facilitate discussions between the client and LB Tech Solutions Ltd.
- Mediation aims to reach a mutually acceptable resolution.
9.3 Arbitration
- As a last resort, arbitration is used to reach a binding decision.
- LB Tech Solutions Ltd adheres to the guidelines set by the Chartered Institute of Arbitrators.
- Documentation and Reporting
- All complaints, investigations, and resolutions are documented.
- Regular reports on complaints are reviewed by senior management to identify trends and areas for improvement.
- Confidentiality
- All complaints are handled confidentially, and information is only shared with those involved in the resolution process.
- Complainants’ privacy is respected at all times.
- Contact Information
For any questions or additional information regarding our Complaints Procedure, please contact:
Taylor Casson
LB Tech Solutions Ltd
Hurricane Way, Woodland Place, Wickford, SS11 8YB
Email: helpdesk@lbtechsolutions.co.uk
Phone: 01268 206363Frequently Asked Questions (FAQs)
- What is the process for filing a complaint?
- To file a complaint, follow these steps:
- Choose your preferred channel: email, phone, or our online portal.
- Email: Send your complaint to complaints@lbtechsolutions.co.uk.
- Phone: Call our helpdesk at 01268 206363.
- Online Portal: Visit www.lbtechsolutions.co.uk/complaints and complete the complaint form.
- Provide detailed information about your complaint, including any relevant documents or evidence.
- You will receive an acknowledgement of your complaint within 24 hours.
- How long does it take to receive a response to a complaint?
- You will receive an acknowledgement of your complaint within 24 hours. The initial assessment and investigation typically take up to 5 working days. We will keep you informed throughout the process and provide regular updates.
- Who reviews the complaints?
- Complaints are reviewed by our Helpdesk Manager and a dedicated named specialist. If needed, the issue is escalated to the Director. Our team members handling complaints are experienced and trained in customer service and technical support.
- Can I remain anonymous when filing a complaint?
- Yes, you can choose to remain anonymous. However, providing your contact information allows us to gather more details and keep you informed about the resolution process. All complaints are handled with strict confidentiality.
- What happens if I’m not satisfied with the resolution?
- If you are not satisfied with the initial resolution, you can escalate the issue to the Director. Further steps include mediation with an independent mediator or, as a last resort, arbitration to reach a binding decision. Our goal is to ensure your satisfaction and address your concerns effectively.
- Are there any types of complaints that are not accepted?
- We accept all complaints related to our services. However, complaints unrelated to our services or those outside our control may not be addressed. If your complaint falls into this category, we will inform you and provide guidance on where to direct your concerns.
- How can I check the status of my complaint?
- You can check the status of your complaint by contacting our Helpdesk Manager at helpdesk@lbtechsolutions.co.uk or calling 01234 567890. We will provide you with updates throughout the resolution process.
- Will I receive compensation for my complaint?
- Compensation depends on the nature of the complaint and its impact. We assess each case individually and may offer compensation or remediation if deemed appropriate. Our primary goal is to resolve your issue and prevent future occurrences.
- How does the company ensure complaints are handled fairly?
- We ensure fairness by following a structured process, involving trained staff, and maintaining transparency throughout the complaint handling process. Complaints are reviewed impartially, and decisions are based on a thorough investigation of the facts.
- What measures are taken to prevent future complaints?
- We analyse complaints to identify patterns and root causes. Lessons learned are used to improve our services, processes, and training. Our aim is to continuously enhance our performance and prevent similar issues from arising in the future.