Complaints Procedure

We are committed to ensuring our customers receive a high standard of service. We also appreciate that sometimes issues arise that need to be addressed. Should you be dissatisfied with any aspect of our service, you are welcome to contact us whereupon we will do our utmost to resolve the problem as quickly as is reasonably practicable.

Stage 1: Contacting us

Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

Stage 2: Escalating your issue

If the agent helping you is not able to assist please ask to speak to a manager. If a manager is available they will be happy to talk to you to discuss your case. If a manager is not available, please provide your contact details to the agent for a call back when a manager is available.

Stage 3: Taking your complaint further

If after discussing any concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you can make a formal complaint by writing to the following address, detailing your account details and the outstanding complaint.

OGL Computer Services Ltd,
Worcester Road,
Stourport on Severn
DY13 9AT.

Your complaint will be acknowledged in writing or via telephone within five working days of receiving the complaint. An investigation will be carried out into the issues raised and we would aim to provide a full response within ten working days. Where the issue is particularly complex it may take longer. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.