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We pride ourselves on a personal approach to customer care
Feedback & Complaints
Customer feedback and complaints procedures
We are committed to ensuring that all our customers receive the best possible service. However, we recognise, that sometimes, some of our customers experience problems.
We also recognize that complaints are a valuable form of feedback on our service delivery. We use this feedback to identify the root causes of complaints and to ensure that improvements are made to our processes for the benefit of both our customers and ourselves.
We promise the following to all customers who raise issues with us:
We will listen to you, and make every effort to understand the reasons for your complaint. We care about why you are dissatisfied.
We will endeavour to resolve your problem at your first point of contact.
We will take ownership of your complaint to ensure resolution.
We will offer fair solutions quickly.
We also welcome and encourage positive feedback from customers about our services and staff.
How do I give feedback or complain to Namesco?
Informal procedures.
If you have a named contact, make your initial complaint or give your feedback to them. If you don’t have a named contact, our Customer Care Team will do their best to resolve your complaint there and then, please click here for contact information. If your complaint cannot be dealt with by your named contact immediately, or if the matter you are concerned about is very serious, you should use our Formal Complaints procedure.
Formal procedures.
Formal complaints and feedback should be made in writing, by fax, e-mail or by post for the attention of the Customer Care Team. Please click here for contact information. Our staff will make sure that your complaint is entered into our formal complaints process. We will acknowledge your complaint within 2 working days, reply to you in writing within 10 working days if required.
We will provide you with a considered response within 10 working days of receiving your formal complaint. If for some reason we cannot resolve the matter within 10 working days, we will keep you informed of the delay, the reason for it, and will give you an approximate date by which we will be able to give you a full reply.
Your complaint will be dealt with by a member of our Customer Care Team over the phone, if they are unable to resolve your issue this will be escalated to the Customer Care team leader who will deal with your complaint as per above. If you are unhappy with the response we make to your formal complaint, please write, within 30 days to our Customer Care Manager. Please click here for contact information. The Customer Care Manager will respond to your complaint on behalf of the company within 10 working days.
Related Links: Contact Us | Code of Pratice | Fair Usage Policy | Terms & Conditions
