Complaint Handling and Dispute

At Clear Vision Communications we are committed to providing you with exceptional customer service. While we may not produce all the component parts of our services ourselves, we take responsibility for the services we provide to you, so we will consult with our suppliers to ensure that any problems with their services are resolved promptly. We make every effort to ensure that our customers are happy with the level of service and the products they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. When this is the case we do want to know so we can correct any issues as quickly as we can and put preventative measures in place.

HOW TO REGISTER A COMPLAINT

You can contact us by using the following methods:

By phone: Please call our Customer Services Team on 0121 271 0200

The team will try to resolve your issue whilst you are on the call. During discussions, we must protect the privacy of the information that we hold about you. To do this we may have to ask you questions to confirm that we are speaking to the right person. If we are unable to resolve at the first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint

By letter: If you prefer to write, please send your letter to the address below. Please note that complaints submitted by post will take longer to acknowledge than all other contact methods. Make sure to include your contact details and the service you are complaining about.

If you make your complaint in writing, we will acknowledge receipt, advise how and when we will next respond, and provide you with a contact point for checking progress on the resolution of your complaint.

Clear Vision Communications Ltd
Fairgate House
205 Kings Road
Tyseley
Birmingham
B11 2AA

We prefer to contact you by phone but will gladly confirm any particular points in writing, should you prefer.

By email: complaints@clearvisioncomms.co.uk

Via our website at http://www.clearvisioncomms.co.uk

THE NEXT STEPS

We aim to resolve any problem you may have to your satisfaction.

If our Customer Service Agent cannot achieve this on the initial call we will agree on a plan of action with you.

If you are unhappy with the resolution proposed by the Customer Services Agent, your complaint will be reviewed by the Team Leader. He or she will work with you to identify a satisfactory solution.

However, if you are not happy with the progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to the Complaint Escalations Team. If we cannot resolve the problem, we will write to you to say so.

We aim to resolve your complaint within 10 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.