We love to receive feedback
We listen carefully to all complaints and compliments so that we can find the best way forward for all involved.
We'd love to hear what you think of us!
When something's gone well
If one of our fantastic people have made your day by going the extra mile, we’d absolutely love to hear from you so we can give them the recognition they deserve. All feedback is reviewed personally by Anthony (our MD) and we’ll make sure that it gets passed on to those concerned.
Our favourite thing ever is when we receive good Google reviews. If you can spare 2 minutes to leave one for us, we’d be over the moon. It really puts fuel in our tanks and helps us forge on with our mission to be the biggest and most loved IT & telecoms company in Wales.
If there's a problem
Firstly, we’re really sorry that something isn’t quite right. We take it personally when one of our clients is unhappy and we’ll do whatever we can to put things right.
The first thing you should do if you’re not happy with something is to bring this to our attention as soon as possible. You can:
- Email the details to [email protected]
- Call 01437 700701 and ask to speak with a manager
- Write to us at Unit 30 Withybush Trading Estate, Haverfordwest, Pembrokeshire, SA62 4BS.
Whichever method you choose, we’ll create a feedback record on our system and you’ll be given a reference number in case you need to refer back to it at a later date.
All complaints are handled personally by the Managing Director and you can expect to receive an initial phone call or written response within 10 working days (usually much sooner, but if your case is complex we might need some time to properly investigate).
What happens when you complain
We want you to feel that you can make complaints and give feedback without fear. Your services won’t be affected if you make a complaint and you won’t ever be made to feel bad because you gave negative feedback.
We manage all complaints fairly and want to reach a positive outcome for you as soon as possible. We’ll provide you with updates as often as possible so you’re kept in the loop.
If your complaint relates to a 3rd party such as Openreach, it might take a little longer than usual to resolve as we’ll need to wait for their response – but we’ll do our best to update you at every turn.
If you're not happy after we've closed your complaint
If we can’t fix your problem through our normal complaints procedure, you can complain to Ombudsman Services, which independently resolves complaints. You’ll need to ask us for a ‘deadlock letter’ if you’d like to complain to the ombudsman – this will be provided if all possible avenues have been explored.