Complaints Policy

WestSpring IT is dedicated to providing excellent client service and maintaining a healthy client relationship at all times. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a valued client of ours, you are entitled to make a complaint to us if you are not happy with the service that we have provided.

This document outlines our policy and procedures for the handling of verbal and written complaints.

How to make a complaint

We want to listen to your concerns, and resolve any problems as soon as possible. In the first instance, please call your usual point of contact within our Client Experience team, and we’ll do our best to fix any issues you may be having with our service, as soon as possible. Our objective is to resolve the vast majority of enquiries during your first contact with us.

If you would like to make a formal complaint in writing, please send your complaint to:
Victoria Parker
COO
Victoriaparker@westspring-it.co.uk

Our Responsibilities:

• To provide an efficient, fair and structured mechanism for handling complaints.
• To provide our clients with access to the complaints handling process, including those customers with disabilities and special needs.
• To keep clients informed as to the progress of their complaint and the expected timeframe or resolution.
• To review our complaints regularly so that we can improve our standard of client experience.

How we will handle your Complaint:

Upon receiving a written complaint, we will acknowledge your matter via telephone or in writing within 2 business days. Complaints made to the company are overseen by our COO. After a complaint is made, if it is not immediately resolved, we may need to investigate it.
If your complaint is urgent, we will prioritise your complaint and attempt to resolve it within 2 working days.
If we cannot, we will explain why and the reasons for taking longer.
We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 5 business days.
Complex complaints may take longer than 5 business days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
It is our intention that all complaints are resolved to the satisfaction of our clients in the shortest possible timeframe.

Policy review:

This policy will be reviewed regularly to ensure that it remains fit for purpose, and allows us to process all complaints in a timely manner.