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:
SCIS UK Limited
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.