Complaints Procedure

ITS Technology Group Ltd aim to provide our valued customers with the best possible customer service experience.

If in the unlikely event you are dissatisfied with your service from us please contact us as soon as possible.

Making a complaint to ITS

Please supply us with your name, preferred contact number and address details. Please state clearly why you want to make a complaint and explain the nature of your complaint. 

We can be contacted by phone, post or email:

  • Call 01928 291000
    • Select option two
    • Then select option one for business or option two for residential
       
  • Write to ITS Technology Group Ltd, C/O Customer Services, Elm House Farm, Saighton, Chester, Cheshire, CH3 6EN
     
  • Email complaints@itstechnologygroup.com

Response and Resolution Times

We will respond to any complaint within 48 hours of receipt.  We aim to resolve all complaints within 28 days.

Escalation

If you do not receive a satisfactory initial response to your complaint by speaking to a member of our Customer Services Team then please ask for your call to be escalated to the Customer Services Manager.  If the Customer Services Manager is not available they will call you back at a time which suits both parties.  

Independent Adjudication

In the unlikely event of a complaint not being resolved within eight weeks of receipt by ITS you may refer your complaint for independent adjudication through Alternative Dispute Resolution (A.D.R.). We are registered with the Ombudsman Services for Communications, who provide this as a free service to you. 

Their contact details are:

Website: http://www.ombudsman-services.org
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Their phone lines are open Monday to Friday from 9am until 5pm. They close at the weekends, on bank holidays and between Christmas and New Year.

Or by writing to:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

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