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Stage 1
In the first instance, we ask that all customers should contact
a member of staff in the relevant department relevant to their complaint.
If the complaint is account related, an Accounts/Credit Control
adviser should be contacted; if the complaint is support related,
you should speak to a Technical Support adviser; if you complaint
is more general, speak to a Customer Services adviser. Telephone
contact numbers for various departments may be found at the Timewarp
website http://www.timewarp.co.uk/contacts/contacts.php.
Our advisers will take all relevant information regarding the complaint
and will investigate thoroughly and, where possible, resolve the
issue directly.
Stage 2
In most scenarios, no further action will be necessary at this point.
However, if the adviser is unable to resolve the complaint to your
complete satisfaction, your complaint can be escalated up to the
department's Manager, who will contact you within one hour and undertake
further investigation to resolve the said complaint.
Stage 3
If you ae still not satisfied with the outcome, your complaint is
now twelve weeks old and not resolved, or you have been sent a deadlock
letter from us, you can now contact CISAS who offer an independent
resollution service.
CISAS
c/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London, WC1A 2LP
Tel: 0207 421 7432
Fax: 0207 404 7150
E-mail: admin@cisas.org.uk
Website: www.cisas.org.uk
If you have any queries about our formal complaints procedures,
please contact our Customer Services Team on 0870 757 1155, or by
e-mail to customerservices@timewarp.co.uk,
or otherwise by writing to:
Customer Services Dept
Timewarp
Unit 2, Boarshurst Business Park
Boarshurst Lane
Greenfield
Oldham
OL3 7ER
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