Complaints Policy

At Warden Technology Services Limited, we take complaints seriously and aim to resolve them efficiently and fairly. This Complaints Policy outlines how we handle complaints made by our customers, ensuring that each concern is addressed professionally.

Table of Contents

1. Complaints Process

We aim to resolve complaints as quickly as possible. Our complaints process involves:

  • Receiving the complaint and acknowledging its receipt.
  • Assessing the nature of the complaint.
  • Investigating the issue raised and gathering relevant information.
  • Providing a resolution and keeping the customer informed at each stage.

2. How to Make a Complaint

If you wish to make a complaint, please follow these steps:

  • Step 1: Contact us by phone, email. Provide detailed information regarding your complaint.
  • Step 2: Allow us to assess the situation and investigate the complaint.
  • Step 3: We will keep you updated on the progress and provide a response in a timely manner.

3. Response Times

We strive to acknowledge and resolve complaints as quickly as possible. Our response times are as follows:

  • Acknowledgment: We will acknowledge your complaint within 2 working days.
  • Investigation: We will aim to resolve your complaint within 10 working days. If more time is required, we will inform you of the expected resolution time.
  • Final Response: A final response will be provided within 15 working days from receiving your complaint.

4. Escalation of Complaints

If you are not satisfied with the outcome of your complaint, you have the option to escalate the matter to a higher authority. In such cases, we will:

  • Provide you with details of the escalation procedure.
  • Ensure that your concerns are reviewed by a senior team member.
  • Work towards resolving the matter to your satisfaction.

5. Contact Information

If you wish to make a complaint or need further information, please contact us:

Email

complaints@wardensystems.co.uk

Phone

+44 1566 334995

Address

Westgate Street, Launceston, Cornwall, PL15 7AD

Reporting Domain Abuse

If you become aware of abusive behavior involving a domain name registered through Warden Technology Services Limited, please notify us as soon as possible. This includes, but is not limited to, phishing, spam, malware distribution, trademark or copyright infringement, or any other illegal or harmful activity.

How to Report Abuse

You can report abuse by emailing us at abuse@wardensystems.co.uk.

Information to Include

To help us investigate and act swiftly, please include as much of the following as possible:

We aim to review all abuse reports promptly and take appropriate action in accordance with our policies and applicable laws. While we may not respond individually to each report, we ensure that every submission is assessed carefully.