At JPDIT Services, we are committed to delivering high-quality cybersecurity solutions and exceptional customer service. We understand that there may be occasions when our clients feel that their expectations have not been met.
We take all complaints seriously and aim to resolve them promptly and fairly. This document outlines our complaints procedure, including the appeals process.
1. Filing a Complaint
If you have a complaint about our services, we encourage you to follow these steps:
Step 1: Initial Contact
Who to Contact:
Reach out to your primary point of contact at JPDIT Services. If you are unsure who to contact, please email our general inquiries at complaints@jpditservices.com.
How to Contact:
You can contact us via phone, email, or in writing. Please provide as much detail as possible regarding your complaint, including:
– Your name and contact information
– The date of the incident
– A description of the issue
– Any supporting documentation (e.g., emails, reports)
Acknowledgment
We will acknowledge receipt of your complaint within 2 business days, providing you with a unique reference number for tracking purposes.
Step 2: Investigation of the Complaint
Timeline:
We aim to complete the investigation within 10 business days of acknowledging your complaint.
Process:
Our management team will review your complaint and may reach out for additional information or clarification.
Outcome:
Once the investigation is complete, we will provide you with a written response outlining our findings and any actions taken to address the complaint.
Step 3: Resolution
If your complaint is upheld, we will outline the steps we will take to rectify the situation and prevent similar issues in the future.
If your complaint is not upheld, we will explain the reasons for our decision.
Appeals Process
If you are not satisfied with the outcome of your complaint, you have the right to appeal the decision. Here’s how to proceed:
1: Submit an Appeal
Submit your appeal in writing to the Director of JPDIT Services at appeals@jpditservices.com.
Include your unique reference number, the details of your original complaint, the response you received, and the reasons for your appeal.
We will acknowledge receipt of your appeal within 2 business days.
Review of Appeal
The Director will review your case, which may involve revisiting the details of your complaint and the previous investigation.
We aim to provide a final response to your appeal within 15 business days.
Final Decision
The decision made by the Director will be final. We will communicate the outcome in writing, along with any recommendations or actions to be taken.
Confidentiality and Data Protection
All complaints and appeals will be handled with the utmost confidentiality, and we will comply with applicable data protection laws in managing your information.
Contact Information
For any questions regarding this procedure, please contact us at:
– Email: complaints@jpditservices.com
– Phone: 01293 226165
– Address: JPD IT Services LTD., G02 Terriers House, Amersham Road, High Wycombe, Bucks, HP13 5AJ
Thank you for bringing your concerns to our attention. Your feedback is crucial in helping us improve our services.
