Our complaints procedure
We have a three step procedure for dealing with complaints. This way, you will know at each step who is dealing with your complaint and the steps we are taking to investigate or deal with the problem.
Step 1 - Problem solving
Using our Customer Care contact details, you should contact our Customer Care team to discuss the issues you are having. They will note all of your concerns and will try to resolve them for you, involving other departments as necessary.
If you are unhappy with their suggestions to resolve your issues then you can move on to the next step of our procedure.
Step 2 - Putting it in writing
If we are unable to reach agreement during Step 1, we will summarise the situation so far and ask you for any further information we think we may need. We will send this summary to you by email.
You should then confirm that the summary is correct, providing any information we have asked for and any further information that you think we should be aware of.
Whether you do this by email or by post, within 10 working days of our receipt of your information, you should receive a reply from us with our suggested resolution.
If you are unhappy with our suggested resolution at this stage you can ask us to investigate independently.
Step 3 - Independent investigation
A senior member of our staff who is not responsible for the service you are complaining about will investigate the matter independently.
We will tell you who is dealing with your complaint and when you can expect a reply. We aim to reply within 20 working days.
The investigating staff member will make a report recommending what we should do to sort out the issues.
You should receive a final reply from the investigating staff member within 20 working days.
If you are not satisfied with the reply you get at this stage and you have followed the three steps of our complaints procedure, you can contact the Institute of IT Training (IITT) who may investigate your case further.
Customer Care
- Contact us online Click here to fill in the form
- Call us on 0845 60 99 020
- Write to us at
Customer Care,
Computeach Ltd.,
University House,
Jews Lane,
Dudley, DY3 2AH.
