SERVICE AND ABUSE COMPLAINTS PROCEDURE

1. INTRODUCTION

Fluidata endeavours at all times to deliver a professional, courteous service to all of our customers. While we work hard to provide a high quality service to our customers, we are aware that sometimes you may feel that you did not receive as good a service as you expected.

If you feel we have not lived up to our promises then in the first instance you should discuss the matter with your account manager. For most minor issues they are best placed to engage resource within the business to resolve them quickly.

If your account manager is unable to resolve the matter quickly and to your satisfaction, or if the complaint relates to your account manager, then we would like to hear from you. Additionally if you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc), then we will investigate your complaint immediately.


2. WHAT KIND OF COMPLAINTS DOES THIS PROCEDURE COVER?

This procedure covers all complaints regarding the quality of service you receive from any member of staff, or any of the services offered by Fluidata. It also covers any abuse you have received from a domain name registered to Fluidata.


3. WHAT WILL HAPPEN WHEN YOU COMPLAIN?

Your complaint should be emailed to: csm@fluidata.co.uk

Your complaint will be logged via an email ticketing system tracking system and tracked by a senior member of staff through to resolution. You will be given a written explanation of our investigation and what the outcomes of that investigation have been. We will endeavour to provide the outcome of this investigation to you as quickly as possible.


4. OUR STANDARDS FOR DEALING WITH COMPLAINTS ARE:


5. COMPLAINTS PROCEDURE

5.1 Stage One

If you are dissatisfied with the service you receive, please express this to the person with whom you are dealing. If you prefer, please ask to speak to another member of the team who will also try to help, as we would like to resolve any difficulties as quickly and efficiently as possible.

5.2 Stage Two

If the responses above are not satisfactory, then you should make a formal complaint. This should be sent via email to csm@fluidata.co.uk

When making a complaint, please try to give as much detail as possible about the event, including any correspondence/ documentation which is relevant to your complaint.

5.3 Stage Three

If the second response is not satisfactory, then you can escalate your complaint to the Operations Director. The Operations Director will investigate your case further, and provide a response within a further 10 working days.


6. MONITORING

We will monitor all Complaints to identify any patterns or underlying problems. Monitoring will be carried out on all complaints received and trends will be analysed according to: