Complaints Procedure

 

1. What is a Complaint?


Phoenix Business Solutions is committed to providing a high-quality service to all of our existing clients, prospective customers and key stakeholders. To do this we need you to provide feedback about our service and to tell us when we get things wrong - we want to work with you to resolve your complaint as fairly and quickly as possible.

Phoenix defines a complaint as an expression of dissatisfaction with our service that calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.


2. How to Make a Complaint


You can make a complaint by emailing us at: complaints@phoenixbs.com, or by writing to: -
Complaints Department
Phoenix Business Solutions
Ibex House
42-47 Minories
London
EC3N 1DY
United Kingdom

You can also call any of the following switchboard numbers, depending on your region: -

Abu Dhabi
+ 971 2 6526971

Chicago
+1 312 558 1793

Frankfurt
+49 69 77044 370

London
+44 207 680 4450

New York
+1 646 216 2169

Sydney
+61 300 043 565


The switchboards in each office handle calls from many clients and will try to put you through to the appropriate member of staff. Sometimes it will be necessary for us to take a message if the appropriate member of staff is unavailable. Whilst we appreciate that this may be frustrating, we will endeavour to do our best to ensure that you get to speak to someone who can discuss your complaint.

When you contact us, please provide full details and include information (if available) about the part of the company, or the individual you felt provided an unsatisfactory service. Please also provide us with the following details:

    • the department or office to which your complaint refers and a contact name (if available);
    • information on whether it is an original complaint or a follow-up to a reply you were dissatisfied with;
    • a clear description of the complaint and what you would like us to do to sort things out;
    • your full postal address, phone number and e-mail address (if you have one)

We will acknowledge your complaint within five working days of receipt, and will provide a detailed response within 20 working days of the acknowledgement. Some complaints may take longer to process, but we will keep you informed of this, reasons for the delay and revised timescales.

If you remain unhappy with the response provided, you can ask for your complaint to be reviewed by the Chief Executive Officer. The executive review will look at any additional concerns you have and a response will be provided using the same timescales as above. We treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion.

We appreciate feedback and are committed to resolving all complaints quickly and fairly.

How can we help you?

If you want to address your information management and enterprise content requirements, we would be delighted to discuss what we can do to help. Why not call us today?

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