01566 777627
info@firstchoicepc.co.uk

Complaints

1. Introduction

At First Choice PCs Ltd, we are committed to providing a high standard of service to all our clients. However, we recognize that there may be occasions where you feel that the service you have received falls short of your expectations. This Complaints Policy sets out our approach to handling complaints, ensuring that they are addressed in a fair, consistent, and timely manner.

2. Purpose

The purpose of this policy is to:

  • Provide a clear and fair process for clients to raise complaints.
  • Ensure that all complaints are handled efficiently, thoroughly, and within a reasonable time frame.
  • Demonstrate our commitment to continually improving the quality of our services.

3. Definition of a Complaint

For the purpose of this policy, a complaint is defined as any expression of dissatisfaction with the standard of service provided by First Choice PCs Ltd, whether it concerns an individual, a product, or a service. Complaints may include, but are not limited to:

  • Delays in service delivery.
  • Failure to meet expected standards of service.
  • Unprofessional conduct by a staff member or contractor.
  • Poor communication or misinformation.
  • Breach of contract, terms, or policies.

4. How to Make a Complaint

If you wish to make a complaint, you can do so through the following channels:

  • In Writing: You can submit a complaint in writing by sending a letter to our registered office at:
    First Choice PCs Ltd
    52 Fore Street, Callington. PL17 7AJ
    info@firstchoicepcs.co.uk
    01566 777 627
  • By Email: Please send your complaint to our customer service email at info@firstchoicepcs.co.uk.
  • By Phone: You may call our customer service team at 01566 777 627, available during normal business hours 09:00 – 17:00 Monday to Friday.

Please provide as much detail as possible when making a complaint, including:

  • Your full name and contact details.
  • A description of the complaint.
  • Any relevant dates, names of staff involved, and copies of relevant documents, if available.

5. Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 5 business days. This acknowledgment will include:

  • A summary of the complaint.
  • The name of the person handling the complaint.
  • A time frame for when you can expect a more detailed response.

6. Investigation Process

We will conduct a thorough investigation of your complaint. Depending on the nature of the complaint, this may involve:

  • Speaking with staff members involved in the issue.
  • Reviewing relevant documentation and communication records.
  • Gathering further information from you if needed.

Our goal is to resolve the complaint as quickly as possible, and we aim to provide a final response within 28 days of receiving your complaint. If the investigation requires more time, we will keep you informed of any delays and provide an updated time frame.

7. Outcome and Resolution

Once our investigation is complete, we will provide you with a full response in writing. This response will include:

  • A summary of the issues raised in the complaint.
  • Details of the investigation process and findings.
  • Any actions we have taken or will take to resolve the issue.
  • An apology where appropriate.

If you are satisfied with the outcome, the complaint will be considered resolved. If you are not satisfied with the resolution, you may request a further review of your complaint.

8. Further Action and Escalation

If you remain dissatisfied after internal review, you may seek advice from a relevant regulatory body or ombudsman. For example:

  • For Financial or Consumer Complaints: Contact the Financial Ombudsman Service or Citizens Advice.
  • For Data Protection Complaints: Contact the Information Commissioner’s Office (ICO).

9. Confidentiality

All complaints will be handled with confidentiality. Information will only be shared with those directly involved in the investigation and resolution of the complaint. We will comply with the requirements of the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR) when processing any personal data related to your complaint.

10. Continuous Improvement

We value feedback from our customers and take complaints seriously as an opportunity to improve our services. Lessons learned from complaints will be used to review and amend our practices and policies to help prevent similar issues from occurring in the future.

11. Contact Us

If you have any questions about this Complaints Policy or the complaints process, please contact us at:

First Choice PCs Ltd
52 Fore Street, Callington. PL17 7AJ
info@firstchoicepcs.co.uk
01566 777 627