Customers complaints code
THIS POLICY
EXPLAINS:
1. Introduction
1.1 This is our Customer Complaints Code and it was last updated on 16 August 2019.
1.2 At Fluidity Connect, we take complaints very seriously. We’ll try to fix anything you’re unhappy with as quickly and effectively as we can. Your complaints give us a chance to put things right and help us improve our service to all our customers.
2. How You Can Make a Complaint
2.1 Our customer service advisors are trained to deal with customer complaints and should be the first people you contact. They will always attempt to resolve your complaint as quickly as possible. You can contact an advisor using any of the following methods:
2.1 (a) By Post
If you’d like to write to us, please address your letter to:
Fluidity Connect
Unit 2a Herne Business Park
The Links
Herne Bay
Kent
CT6 7FE
In your letter, please include the following information as it will help us investigate your complaint more effectively:
(i) your name;
(ii) the date the problem occurred;
(iii) your telephone number;
(iv) the names of any customer service advisors or managers you may have dealt with;
(v) a description of your complaint
2.1 (b) By Email
You can complain by email by contacting us at Complaints@fluidity.uk.com. Depending on the nature of your complaint, we may need you to call us in order for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(c) above.
3. How we’ll investigate your complaint
3.1 If you contact us by:
3.1 (a) email or letter, we’ll review your complaint in full taking into account any details we hold about you in our systems. Your complaint will then be passed to the most suitable department who will try to resolve your complaint. We’ll normally respond by phone, unless this isn’t possible, in which case we’ll write to you.
3.2 We’ll do all we can to resolve your complaint as fast as possible and will ensure that any service affecting issues are treated as priorities.
3.3 We aim to respond to complaints within 28 days; however, this may not always be possible depending on the nature of your complaint. We’ll let you know if this is the case.
4. If You’re Still Not Satisfied
(a) If you’re still not satisfied after speaking with the Fluidity Connect, you can ask the Ombudsman to independently review your complaint.
- Web: www.ombudsman-services.org
- Post: Ombudsman Services, Communications, PO Box 730, Warrington, WA4 6WU
- Phone: 020 7520 3827