Customer Complaints & Appeals Procedure

At Computing Information Systems Limited, we are committed to delivering high-quality services and maintaining strong customer relationships.

We take all feedback seriously and use it to continually improve our services.

Raising a Complaint

Customers can raise a complaint through any of the following channels:

• Support ticket via our service desk
• Email to our support or account management team
• Directly with your Technical Account Manager (TAM)
• Emailing complaints@cisltd.com (monitored by senior management)

In addition, customer satisfaction surveys are issued following service interactions. Low satisfaction scores are automatically reviewed and treated as potential complaints.

Complaint Handling Process

All complaints are:

1. Logged and recorded within our service management system
2. Reviewed by the Service Delivery Manager
3. Investigated to determine root cause
4. Escalated where appropriate, including to senior management
5. Assigned appropriate actions where required
6. Tracked through to resolution

Where necessary, the Technical Account Manager (TAM) will engage with the customer to ensure the issue is fully understood and resolved.

Complaints submitted via complaints@cisltd.com are reviewed directly by senior management (CEO and COO), ensuring appropriate visibility and oversight.

Timescales

• Complaints are acknowledged within 1 working day
• Resolution times vary depending on complexity, but progress is actively managed and communicated throughout

Appeals Process

If you are not satisfied with the outcome of a complaint, you may request an appeal.

Appeals can be raised via the same channels, including complaints@cisltd.com, and will be:

• Reviewed by a member of senior management not directly involved in the original issue (where possible)
• Assessed based on all available information
• Responded to with a formal outcome

Continuous Improvement

All complaints and appeals are reviewed as part of our ongoing service improvement process.

Trends and recurring issues are analysed, and corrective actions are implemented where required.