Smart Site Solutions: Complaints Escalation Procedure

Complaints Escalation Procedure

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us

If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

SmartSite Solutions Customer Support Manager
Fields House
12/13 Old Fields Road
Pencoed
Bridgend
CF35 5LJ

Alternatively SmartSite Solutions customers may email us at escalations@smartsitesolutions.net making sure that they include their customerID and support PIN number.

You should expect to receive a response to your query within 14 days of us receiving your correspondence.

Step two: what we will do

On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied

If you are not satisfied with the response you have received from us, you should send a letter detailing your complaint to:

Customer Experience Director
Fields House
12/13 Old Fields Road
Pencoed
Bridgend
CF35 5LJ

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step four: what we will do

On receipt of your complaint our Customer Support Director will thoroughly investigate any issues raised and propose a course of action for resolution.