Complaints Procedure
How to Complain about a Product or Service
What to do if you're not satisfied with our service
Providing an excellent customer service is important to Othello Technology Systems Ltd and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain.
If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service.
This can usually be best achieved by contacting the person you originally dealt with. That person will expect to hear from you if you are unhappy and will aim to resolve your complaint on the same day. We need to know the nature of your complaint and how you think the problem should be resolved. While we would like to hear from you by telephone we would prefer the complaint in writing through our support system (support@othellotech.net) so we are all able to track the progress and adhere to our quality processes. Your ‘ticket’ will immediately be acknowledged and we will do everything we can to speedily resolve the problem, aiming to give a reply the same day.
Should our investigation take longer than anticipated, which will only happen if the circumstances are particularly complex, we will explain why and we will make sure you are provided with regular updates through the support ticket We will not normally allow any complaint to be unresolved for more than 1 week, as we will always agree a course of action with you within this time. Any investigation will be overseen by the management team, but if at any time you are unhappy with the progress or outcome of our investigations, please do not hesitate to make this known where further escalation can occur if necessary.
Alternatively, you can contact our Customer Service Department:
- Telephone: 0871 277 6875 Monday to Friday 9am - 5:30pm
- Fax: 0871 277 6875
- Email: complaints [at] othellotech.net
- Post: Customer Service Department, Othello Technology Systems Ltd, Number One Poultry, London, EC2R 8 JR