Here at Interdirect the needs of our clients are our top priority, and we are committed to providing them with quality services in the most effective and efficient way possible. However, we realise that, even in the best run organisations, there may be times when things go wrong or that our clients may not be happy with the service that they receive. This includes any complaints relating to phishing scams or spam emails. If this happens to you, or you feel that our services are generally not up to scratch, then let us know and we will do all we can to investigate and resolve your problem as quickly as possible.
To help you make your comment or complaint in the most effective way, and to the right person, we have set up the following simple procedure.
You can contact us by telephone on 0345 121 5566 and speak to a member of the management team who will investigate it and ensure you get a swift response. Alternatively you can email us on firstname.lastname@example.org with details of your complaint.
When you make a complaint you will receive:
- an acknowledgment within one working day
- a full response within five working days
We believe most complaints will be resolved at this stage. However, if you are still unhappy you can take your complaint to the operations director who will:
- send you an acknowledgement within three working days
- carry out a full investigation
- send you a comprehensive response within five working days
All escalated complaints must be made in writing and emailed to email@example.com.
Our commitment to our staff
We’re also committed to providing our staff with a safe and appropriate working environment. They have the right to be treated with respect and courtesy. We will not tolerate instances of verbal, written or physical harassment or abuse of our staff.
If members of staff are subjected to unacceptable actions or communications, we reserve the right to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or via a specific contact).
Have a suggestion or comment, rather than a complaint?
We welcome feedback on any aspect of our services – it helps us to see where we could do things differently. Please send any comments or suggestions to firstname.lastname@example.org – these will be passed on to the department or project team as soon as possible.