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Complaints Procedure

How you can complain

We pride ourselves on our customer service. However, sometimes things can go wrong and when they do, we want to put them right for you as quickly as we can. If you are a client then here are the ways you can contact us:

Raising a complaint

The quickest way yo raise a complaint is by emailing us on support@prodigyitsolutions.com or by phone on 01258 442 888 (Monday - Friday 9am - 5pm)

If you prefer, you can make a complaint by writing to the address below. Please make sure you include your full name, postcode, and telephone number.

Once we receive your letter we will respond within 10 working days. 

Postal address:

Prodigy IT Solutions
Everley
Blandford Forum
Dorset
DT11 8PT

What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as possible. 

If you prefer to contact us in writing, we will respond within 5 working days when raised via email, or within 10 working days of a postal letter of complaint. We will always try to resolve your complaint immediately, but whatever happens we'll keep you updated.

What to do if you're still not happy

If you're still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting The Ombudsman Service. The Ombudsman Service provides a free, independent service for Prodigy IT Solutions customers who are not satisfied with the final outcome of their complaint.

The Ombudsman Service cannot deal with complaints about commercial policy (e.g. our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees. 

You can refer your complaint to The Ombudsman Service for resolution. Contact details are: 

The Ombudsman Service Limited
The Brew House
Wilderspool Park
Warrington

Email: osenquiries@os-communications.org

Website: www.ombudsman-services.org

Telephone: 0330 440 1614

Before contacting The Ombudsman Service, all complaints need to be submitted to us by one of the methods outlined in the how you can complain section (above) to give us the opportunity to resolve it. The Ombudsman Service will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code. Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and Prodigy IT Solutions. The products and services described within this document may not always be available and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.

 

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