SERVICETEAM COMPLAINTS PROCEDURE

Firstly, we're sorry that things seem to have gone wrong. But we want to assure you that Serviceteam are committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you must follow our complaints procedure as set out below:

Speak to your Customer Account Manager

In the first instance contact us by telephone to let us know if you are unhappy with any aspect of our service. Try to get through to the Customer Account Manager who has been working on your behalf. Failing that ask to speak to the Team Leader. If it is a small problem that is within our scope to rectify immediatley we will do so there and then.

Make an official complaint in writing

If you are still unhappy after we have tried to rectify the problem, if the person that you speak to by phone cannot help you or if you have a dispute about the facts of a situation, you must put your complaint in writing, addressing it to the Customer Service Department. The address for complaints is Customers Services, Serviceteam Limited, 1st Floor, 160-164 Gray's Inn Road, Bloomsbury, London. WC1X 8ED

Provide detail

Please provide as much detail as you can. If your complaint is about a service that we have provided to you, your letter should contain your account number, your order number and a full breakdown of the specific complaint, including the name of the person whom you spoke to first and, for quoted work, a copy of the quote and a list of items that you feel have not been provided to your satisfaction.

Our response

After receiving your written complaint, the Customer Service Department will undertake an investigation. The result of this investigation will be communicated to you in writing, within 28 days of us receiving your letter. If the balance of your account has already been charged to your card, and we agree after having completed our investigation that you are due a refund, we will issue this refund with 5 days of the date of completion of the investigation.

Let us know within 24 hours

If your complaint is about a service that we have provided to you, you must:

Pay the undisputed part of your account (unless the balance has been collected from your card already).

Let us know within 24 hours of completion of the work.

Complaints received that have not followed this complaints procedure will not be investigated.

Tips to help you with your complaint

We're human. Mistakes happen. But we always try our very hardest to make sure that if we do make a mistake, we rectify it and you don't end up in a worse position than you were in before you called Serviceteam.

We'll always deal with you in a professional manner. But we expect the same from our customers. When making a complaint, if you are polite and dignified, we're certain that you'll get a swifter, more apologetic response and a faster remedy than if you are abusive and offensive. This policy generally works in companies up and down the land.

When writing a letter of complaint, remember that the person reading it is human also. The Customer Services Department is staffed by professionals who want to help you and maintain the reputation of our company. Wild threats, outlandish statements and accusations will erode your credibility. Put yourself in our position. Help us to help you. Although it can be hard to do, stick to the facts.

Click for further information on our full terms and conditions of service can be found here.