Complaints Policy

SCIS UK Limited is committed to delivering a high quality service and we encourage customers to let us know if they wish to complain or if there is a need for improvement.

Objectives of the complaints policy

  • To provide dissatisfied customers with a mechanism for seeking redress.
  • To provide feedback to enable us to review our performance and to continually improve our service.

What is a complaint?

A complaint is whenever a customer expresses dissatisfaction with the service they have received. However, most complaints will be concerned with relatively minor, everyday matters which can be resolved informally with the person(s) directly concerned.

Therefore, this policy defines a formal complaint as ‘a problem not resolved by informal means or one too serious to be dealt with informally’.

What to do if you wish to make a formal complaint?

If your problem cannot be resolved at the point of origin then you should put your complaint in writing to:

Postal Address:
Office Manager
SCIS UK Limited
Unit J
Peregrine Mews
Dowding Road
Lincoln
LN3 4PH

Or email to info [ at ] scisuk.com – the complaint will then be assigned to the appropriate member of staff.

A written complaint must be made within 3 months of the occurrence and should contain a clear statement of the grounds for complaint with supporting documentation or evidence where appropriate.

How we handle your complaint

We will acknowledge your complaint in writing within 5 working days of receipt.

Your complaint will be referred to the relevant manager who will investigate and respond directly to you, in writing, within 10 working days of the issue of the acknowledgement letter.

If the response received is not acceptable to you, then you may wish to refer the matter back to the Office Manager, requesting that the matter be reviewed. In the event of a complaint requiring a lengthy investigation you will be updated regularly throughout the process.

All complaints are taken seriously and will be dealt with fairly and thoroughly. Dealing with and monitoring complaints will help us to identify areas of weakness and enable us to continually improve our service.

We have entrusted all our  business IT requirements to SCIS since 2005. We wanted support from a company that had the knowledge but could communicate that knowledge in a way we could understand. SCIS continue to provide exceptional day-to-

SCIS are very knowledgeable on all aspects of hardware, software and website design. Their expertise has been invaluable to my business over the last 5 years and I would recommend them to any business that is looking for a down to earth, ye

Dennis Horton & Son Ltd is very happy with the excellent service received from Simon Carter and the team at SCIS UK at both of our sites Skoda and SEAT. Everyone is always very helpful and the level of there knowledge base is also excel

SCIS acts as our ‘in-house’ IT function, and the support we’ve had over the last two years has been excellent. The team go out of their way to be helpful, polite and reactive to our IT problems, and they talk to us in a language we un

We’ve worked closely with SCIS for several years and we’ll continue to do so in to the future. As our business has grown, Simon and his colleagues have always been there to assist, from installing the computer and telephone systems in o

We have worked with SCIS UK Ltd since 2007. We’ve got to know the company and the staff over the years and they have been a real pleasure to deal with professionally and socially. We have watched them grow and grow throughout the years,

We have been working with SCIS UK for some years now and have always found the service we received first class, prompt and the staff always polite, knowledgeable and helpful. As a charity we do have to watch every penny we spend, but SCIS U

SCIS UK Ltd has been our IT contractor for over 6 years now and have provided a reliable cost effective service we have never had to challenge yet! The staff are all helpful and always fully equipped to do the job at hand! While the high

As a small recruitment company, our IT systems are absolutely vital. As with a lot of businesses, they are our lifeline. From general day to day networking, internet/emails to maintenance and advice of our bespoke software, we had struggled

We have been using SCIS UK Limited for over 6 years now, and would not hesitate to recommend them for any businesses ICT needs. We have always found them very professional and most importantly provide quick solutions that enables our busin

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