1. Introduction
At Direct IT Services Ltd, we are committed to delivering reliable telecoms and internet services for our business customers. If you are dissatisfied with any aspect of our service, please let us know so we can resolve the issue quickly and fairly.
2. How to Make a Complaint
You can raise a complaint by:
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Phone: 01980 785050 (Mon–Fri, 9am–5pm)
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Post: Direct IT Services Ltd, Mills House, Mills Way, Boscombe Down Business Park, Amesbury, Wiltshire, SP4 7RX
When contacting us, please include:
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Your company name and account number (if applicable)
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A clear description of the issue
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Relevant dates, times, or contact names
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The resolution you are seeking
3. Acknowledgement
We will acknowledge your complaint within 2 working days.
4. Investigation
Your complaint will be investigated by a member of our management team. We may need to contact you for further information.
5. Resolution
We aim to provide a full response within 10 working days. If the matter is complex, we will update you on progress and provide an estimated timeframe for resolution.
6. Escalation
If you are not satisfied with our initial response, you may request an escalation to a senior manager. They will review the case and provide a final response.
7. Independent Review (ADR)
If your business has 10 employees or fewer and you remain dissatisfied after our final response, or if your complaint has been ongoing for 8 weeks, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme. This service is free of charge.
Direct IT Services Ltd is a member of:
Ombudsman Services: Communications
Website: https://www.ombudsman-services.org/sectors/communications
Phone: 0330 440 1614
The Ombudsman is independent and will review your complaint. Their decision is final and binding on us.