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.