We aim to provide an excellent service to every client, but we know that things can occasionally go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve. This procedure explains how to raise a concern and what you can expect from us.
1. Before making a complaint
Many issues can be resolved quickly. If your concern relates to an open support request, please contact our service desk first, quoting your ticket reference, and ask for the request to be escalated. If your concern is about the service more generally, please speak to your Account Manager.
2. How to make a complaint
You can make a complaint by:
- emailing [email protected] with “Complaint” in the subject line;
- calling us on +44 (0) 203 695 7554 (Monday to Friday, 09:00 to 17:00, excluding bank holidays); or
- writing to: Complaints, LevelUp Networks Ltd, 30b Wilds Rents, London, SE1 4QG.
To help us investigate, please include:
- your name, organisation and contact details;
- a clear description of the issue, including relevant dates and any ticket references;
- the impact on you or your organisation; and
- what you would like us to do to resolve it.
3. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and tell you who will be handling it. | Within 10 business days |
| Stage 1: Investigation | Your Account Manager or a senior team member reviews the matter, speaks to the people involved and responds in writing with their findings and any actions. | Within 15 business days of receiving your complaint |
| Stage 2: Director review | If you are not satisfied with the Stage 1 response, you can ask for the complaint to be reviewed by a director, who was not involved in the original investigation. | Within 15 business days of your request |
If an investigation is complex and we need more time, we will explain why and agree a revised timescale with you.
4. If we cannot agree
If a complaint remains unresolved after the director review, we will discuss other options with you, which may include mediation. For clients with a managed services agreement, the dispute resolution process in our Terms and Conditions also applies.
If your complaint is about how we handle personal data, you also have the right to contact the Information Commissioner’s Office (ICO) at ico.org.uk.
5. Our commitments
- We treat every complaint seriously, fairly and confidentially.
- We keep you informed throughout.
- Raising a complaint will never affect the standard of service you receive.
- We record and review all complaints as part of our ISO 9001 quality management system, to identify trends and prevent problems happening again.