Complaints Procedure
We take all complaints seriously and aim to resolve them fairly and promptly.
Our commitment
Abbey ICT is committed to providing high-quality services and excellent customer care. If something goes wrong or you are dissatisfied with our services, we want to hear from you so we can put things right.
How to make a complaint
You can raise a complaint by emailing complaints@abbeyict.com or by calling us on 01254 272000 and asking to speak to our complaints team.
What happens next
Step 1 — Acknowledgement (within 2 business days)
We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number and the name of the person handling your complaint.
Step 2 — Investigation (within 10 business days)
We will investigate your complaint thoroughly and aim to provide a full written response within 10 business days of receiving the complaint. If we need more time, we will keep you informed of progress.
Step 3 — Resolution
We will write to you with the outcome of our investigation, our findings, and any action we will take to resolve the situation. If you are satisfied with the outcome, we will close the complaint.
If you are not satisfied
If you remain dissatisfied after our complaints process, you may have further options depending on the nature of your complaint. For telecoms-related complaints, you may be able to refer unresolved disputes to an approved Alternative Dispute Resolution (ADR) scheme. We will advise you of your options in our final response letter.
What to include in your complaint
To help us resolve your complaint as quickly as possible, please include:
- Your name, company name (if applicable), and contact details
- Your account or contract reference number
- A clear description of the issue
- The dates on which the issue occurred
- What outcome you are seeking
- Any relevant supporting documentation