Complaints Procedure

CTECH’s aim is to provide a high level of service at all times but occasionally, things may not always go according to plan. Complaints are taken very seriously. If you are not satisfied with any aspect of the service provided, please follow this process in order to make a formal complaint.

How is a complaint raised?

A complaint can be made through any of the following channels:

Phone — 02394003090 option 0
Email — [email protected]
Post — Customer Services Department, CTECH Business Solutions Limited, Merlin House, Lee-On-The-Solent, Hampshire, PO13 9FU

What is needed from you?

In order to investigate your complaint, we will need the following information:

Your Name and your Company Name.
A Contact Telephone Number and Email Address.
A summary of the issue, with as much detail as possible.

A copy of any emails / Support Ticket number references that relate to the complaint.

What will happen next?

CTECH will acknowledge all email complaints / phone calls received within twenty-four working hours of receipt. Your complaint will be treated as a priority.

In the unlikely event that we are unable to achieve a satisfactory resolution to your complaint, you have the right to take your complaint to an alternative dispute resolution scheme, subject to their eligibility criteria. We have an 8-week period within which to agree a resolution, unless both parties agree we are at deadlock before this time period elapses.

CTECH is committed to providing the highest possible service to all customers and to this end our complaints procedure is regularly reviewed.

Data Privacy Complaints Policy

Personal Data (GDPR) Related Complaints – how to raise a complaint.

If you wish to make a complaint about how your personal data is being processed by CTECH (or third parties), or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and CTECH’s data protection representative the GDPR Owner.

Data subjects can complain to CTECH about:

How their personal data has been processed.

How their request for access to data has been handled.

How their complaint has been handled.

Appeal against any decision made following a complaint.

Complaints Procedure

CTECH has the contact details of its GDPR Owner published below. Should you wish to make a complaint please visit the Contact Form. The form on the contact page will ask for different types of information from you, as well as the reason for your complaint.

The Contact Form will be sent directly to CTECH Business Solutions Limited’s GDPR Owner’s mailbox & Customer Services. Any complaint will be treated in the strictest confidence.

Anyone lodging a complaint with CTECH Business Solutions Limited’s GDPR Owner is also able to do so by emailing: [email protected]

Complaints received via the contact form or email address are directed to the GDPR Owner & Customer Services for resolution.
Complaints will be acknowledged within 24 working hours.
Complaints are Reviewed as a Priority issue.
Complaints are to be resolved within one month.
A written response will be sent to the Customer.
Appeals on the handling of complaints are to be resolved within one month.