COMPLAINTS PROCEDURE

CAN Solutions Ltd Complaints Escalation Process

CAN Solutions are an independent company that deliver communications to business customers. While we may not provide all the component parts of our service ourselves, we do take responsibility for services provided to our customers. So, we will liaise with our suppliers to ensure that any problems with their services are resolved as promptly as possible. CAN Solutions has in place a structured complaints escalation process for customers who wish to make a complaint in relation the service provided. In order to obtain a copy of CAN Solutions Complaints Handling and Dispute Resolution please email customer.support@can-solutions.co.uk 

Stage 1

Any customer complaints relating to our service should be made in the first instance to our customer support or Account manager team, who will make all reasonable endeavours to resolve any issues raised. Complaints can be raised by emailing complaints@can-solutions.co.uk or by writing to Complaints Team, CAN Solutions, Unit 19/20 Macon Court, Herald Drive, Crewe, Cheshire, CW1 6EA.

Stage 2

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated.

Stage 3

Any unresolved complaints will be transferred to Director Level, who will conduct a thorough investigation of the complaint and provide a formal written statement to the customer within 28 days of the complaint being transferred to the Director Level. This process may include speaking to you the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist with their investigations. Once a complaint is at Stage 3 you will be contacted directly by a Director and contact details provided to you.