Complaints escalation procedure

Introduction 

At Century Office, we strive to ensure our products and services are first class, but of course we know that things sometimes will go wrong.  We take complaints very seriously, and if you are not completely satisfied with the service you have received, a formal complaints procedure is in place to ensure that we address the problem as quickly and efficiently as possible. 

Complaints are an opportunity for us to put things right and help to improve the service we offer to all of our customers, so you can be assured we will do our very best to resolve them to your best satisfaction. 

Registering a complaint

In the event that you have an issue with either the product/s or service you have received, please notify your account manager either by email, in person or by telephone.

Your account manager will try, where possible, to resolve your complaint immediately.  If an immediate resolution is not possible, he/she may need to investigate further in which case your complaint will be logged against your account and on the appropriate non-compliance register (you will be given a case reference) and every effort will be made to find a resolution within 24 hours.  Either way, you will be contacted within this time-frame (either by telephone or email, whichever you prefer) with an update.

If your complaint has not been resolved to your complete satisfaction within 24 hours, it will be escalated to one of our Senior Leadership Team who will personally review the matter and consult with the appropriate personnel if required.  At the point of escalation, the senior team member will contact you (either by telephone or email, whichever you prefer) to advise you that they have taken over your complaint, and will let you know their plan of action and timeframe for referring back to you.  This will be no longer than an additional 48 hours. 

In the very unlikely event that no resolution has been agreed within the initial 72 hours, your complaint will be escalated further to a company director who will make direct contact with you by telephone to discuss the matter further.

Continual improvement

Century Office is accredited to ISO9001 certification and as such encourages a culture of continuous improvement.  Should any complaint lead to the identification of an opportunity for improvement this will be raised as a Continual Service Improvement (CSI) with the appropriate area of the business and appropriate priorities/resolution times assigned accordingly.

Fore more information, please contact us.