1. SolutionsNet is committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint, we will do everything possible to ensure it is dealt with quickly and fairly.
2. Step 1 - Contact us
First step is to contact our Customer Support team. We will aim to resolve most issues quickly and informally as soon as you get in touch. We can be contacted 7 days a week by email or phone:
Contact form: http://solutionsnet.biz/contact_us.php
Tel: 023 8065 0020
3. Step 2 - Escalating
Having spoken to our Customer Support team and you are not satisfied with the response, you should complain to our Customer Support Manager by email or mail.
Please include as much information about the complaint as possible and the reason you were not satisfied with our response. This should include:
- Ticket Ids
- Names of support agents you dealt with
- Relevant dates and times
- Any other correspondence or supporting documentation
Your complaint will be acknowledged within 2 working days and we will aim to respond with a resolution within 5 working days. However, Depending on the nature of your complaint our investigation may take longer to complete. If this is the case we will inform you and let you know when you can expect our response.
4. Step 3 - Escalating your complaint further
Having carried out steps 1 and 2, if you are not satisfied with the response you have received from our Customer Support Manager, you can make a formal complaint in writing to a company Director. Please also include what steps you would like us to take to resolve the issue. One of our Directors will then review your complaint and the responses from our staff.
You will receive acknowledgment of your complaint within 2 working days and a final response within 10 working days. If your complaint requires longer investigation we will inform you of this and let you know when you can expect our response.
Please send your escalated complaint in writing to:
SolutionsNet Customer Complaints
Upper Market Street
Need help or more info.?
Please Email or call
us on 08707 466 422.