Complaints Policy

1. Introduction

At Cyan we are committed to providing exceptional IT support and services to all our clients. We value feedback from our clients as it helps us improve our services and address any concerns. This Complaints Policy outlines our procedure for handling complaints in a fair, efficient, and timely manner.

2. Scope

This policy applies to all complaints made by clients regarding any aspect of our IT support and services. This includes, but is not limited to, issues related to service delivery, customer service, technical support, and billing.

3. How to Make a Complaint

Complaints can be made in the following ways:
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Email: Send an email to hello@cyan-it.co.uk
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Phone: Call our customer service team on 0208 8142 4394 during business hours (8am-5pm Mon to Fri).
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In Writing: Write to us at Cyan IT, 454 New Hythe Lane, Aylesford, Kent. ME20 7UH addressing the letter to the Complaints Department.

4. Information to Include in Your Complaint

To help us address your complaint promptly, please provide the following information:
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Your full name and contact details.
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A description of the issue you are complaining about.
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The date and time the issue occurred.
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Any relevant documentation or evidence, such as emails, invoices, or screenshots.
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How you would like us to resolve the issue.

5. Our Complaints Handling Procedure
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Acknowledgement:
We will acknowledge receipt of your complaint within two business days, either by email or phone. This acknowledgment will include the name of the person handling your complaint and a reference number.
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Investigation:
Your complaint will be thoroughly investigated by a member of our team. This may involve reviewing relevant documentation, speaking with the staff involved, and gathering additional information from you if necessary.
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Response:
We aim to provide a full response to your complaint within 10 business days. If the investigation requires more time, we will inform you of the delay and provide an updated timeframe.
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Resolution:
Once our investigation is complete, we will contact you with our findings and propose a resolution. If the complaint is upheld, we will take appropriate corrective action to resolve the issue.
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Escalation
If you are not satisfied with our response, you may escalate the complaint to a senior manager. We will review the complaint again and provide a final decision within 5 business days of escalation.
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Confidentiality
All complaints will be handled with the utmost confidentiality. Information about your complaint will only be shared with those directly involved in the investigation and resolution process.
7. Monitoring and Review
We regularly monitor and review complaints to identify trends and areas for improvement. This policy is reviewed annually to ensure it remains effective and up to date.
8. External Review
If you are still dissatisfied with our final decision, you have the right to refer your complaint to an external body, or Citizens Advice.

Last reviewed August 2024 Version 1.1

This policy is subject to change and will be reviewed on an annual basis.