Complaints Policy
Scriptswitch is committed to providing a best in class service and achieving the highest standards of conduct throughout its business. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.
Therefore we aim to ensure that:
- Making a complaint is as easy as possible
- We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response
- We treat it seriously whether it is made in person, by telephone, by letter, by fax or by email
- We deal with it promptly, politely and where appropriate informally (for example by telephone).
- We respond in the right way – for example, with an explanation, or an apology where we have got things wrong or, information on any action taken etc.
- We learn from complaints and use them to improve our service
How to make a complaint
You can make a complaint in writing, by fax, by email or by telephone.
If you are writing, faxing or emailing your complaint, please provide your telephone number if a response by telephone in the first instance would be convenient. If you are emailing, please state if a reply by email is required and if not please provide a full postal address.
What happens next?
We will reply within 48 hours from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the Managing Director.
Contact details:
Verena Homer – Head of Customer Services
Scriptswitch Ltd
Noble House
Middlemarch Office Village
Siskin Drive
Coventry CV3 4FJ
Telephone: 02476 214600
Fax: 02476 302213
Email:
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In the event that you need to escalate your complaint please contact:
Angela Woodward – PA to Managing Director
Scriptswitch Ltd
Address as above
Telephone: 02476 214666
Fax: 02476 302213
Email:
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