Complaints Policy and Procedure
Voice Connect Limited
Fir Tree Lane
Tel: 0116 232 2622
Our objective is to meet or exceed our customer’s expectations.
If at any time you feel that we have failed to meet your expectations you have a right to complain.
Our policy is to resolve your complaint to your full satisfaction, so that we continue to meet or exceed your expectations.
(1) Contact the following manager (who manages complaints) by phone, email or letter.
IMS Manager, Anthony Mason
Tel: 0116 – 232 2622 Extension/Mailbox 65
If unavailable (for a prompt acknowledgement) contact either of the following directors.
Operations Director, Sarah Sanders
Direct Dial: 0116 – 232 4653
Technical Director, David Harrison
Tel: 0116 – 232 2622 Extension/Mailbox 97
(2) We shall formally confirm (by email or letter) receipt of your complaint within 3 working days.
(3) We shall provide an action plan to resolve your complaint within 10 working days.
(4) We shall work to resolve your complaint as quickly as practicably possible.
NOTE We manage complaints in accordance with our Integrated Management System (IMS) Procedure MS-4 – Response to Non-Conformity or Incident, which details how we manage (customer) complaints, non-conformities and (information security) incidents.