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Complaints Procedure
| Our mission is to
provide the best business ISP service in the UK. We take pride in the
reliability of our service provision and the maintenance of high
quality customer support. To ensure that any complaints can be fully investigated and resolved satisfactorily, we have a clearly defined procedure that is readily available to all customers as follows: Step 1 In the first instance, we ask that you contact a member of staff in the most relevant department to your complaint.
Our Contact Us page lists the contact numbers for our customer facing departments. An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly. If the compaint can't be dealt with by the department you initially contact they will transfer your complaint to the appropriate department. Step 2 In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's team leader, who will contact you within one hour and undertake further investigation. The team leader will then report back to you within 24 hours. Step 3 If you are not satisfied with the resolution or explanation provided you can make a further written complaint to the relevant department's manager who will respond in writing within 10 working days of receipt. Step 4 If you are not satisfied with the department manager's response you should make a further written complaint to the corresponding Operations Manager or Financial Controller who will respond in writing within 10 working days of receipt. Step 5 In the event that all the above procedures have been followed and completed without getting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 20 working days of receipt. Step 6 If you are not satisfied with the terms of any proposed resolution or explanation contained in the reply sent to you by Gravity Internet's Managing Director, you will have the option of raising a case with CISAS (Communications and Internet Services Adjudication Scheme) who will act as independent arbitrator. To initiate this procedure, you should contact CISAS directly as per the details below: CISAS
c/o The Chartered Institute of Arbitrators 12 Bloomsbury Square London WC1A 2LP. Telephone: 020 7421 7444 Fax: 020 7404 4023 E-mail: cisas@arbitrators.org If you have any queries about our formal complaints procedures, please contact us 0844 586 1801, or by e-mail at info@gravityinternet.net, or otherwise by writing to: Customer Services
Gravity Internet 17 Fairlawns Sunbury-On-Thames Middlesex TW16 6QR United Kingdom |
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