Complaints Procedure

We want to give you the best possible service but we know that we don't get it right all the time. This page tells you about our complaints procedure which you can follow if things go wrong.

Step - by - step guide to our complaints procedure

1. Get in touch with us
If you think we've made a mistake or let our standards slip, please get in touch with us and we'll try to sort it out quickly and efficiently. Our contact details:

Reach Data Technologies Ltd
The TechnoCentre
Puma Way
Coventry
CV1 2TT

Tel.: 024 7623 6045
Fax: 024 7623 6046
email: reach@reachdata.co.uk

2. You can let us know what you think We always welcome suggestions on how we can improve our services and products. You can do so by contacting us in writing, by telephone, fax or email.

3. If you are still not satisfied you can make an official complaint If you have made your complaint and we can't sort the problem out or if you are not happy with the outcome, you can make an official complaint. If you do want to make an official complaint, you should contact us and speak to a member of staff, or you can write to or email us. If you want to complain in person you will need to make an appointment.

4. What happens next? We will investigate your complaint and will contact you within 14 days. However, if your complaint is complicated, we will contact you and let you know when we will be able to give you a full response.

5. A written response from us With official complaints, if you are still not satisfied after we have contacted you, you have the right to appeal. When you appeal, we will review your complaint and usually respond within five weeks.
You can use our complaints procedure if you feel a staff member has been rude to you and you want to complain about this.

6. What if I'm still not satisfied? When we have fully investigated your complaint, and if you are still not satisfied, you can contact your Disability Officer or Assessor or their Assessment Centre and ask them to look at your complaint. If that fails to resolve the problem then, and only then, will the matter be referred to your funding body, who in consultation with others such as your Disability Officer, your Assessor, us, will make the final decision.