Customer Service Charter

At UK Web Gurus, we are committed to providing you with the highest levels of customer service, and this Charter sets out how we plan to achieve this.

Communication

WE WILL;

• Make it as easy as possible to contact our support team 24/7 by phone or email.
• Make it as easy as possible to contact our sales and admin teams, during office hours by phone or by email.

Accuracy

We aim to provide clear, accurate information on all of our products, services and pricing, on the phone, online and via email or post.
Provide accurate details on all invoices and statements.

Performance

• We aim to ensure that in every aspect of our work, each of our team will be responsible and accountable for the quality work given.
• We aim to continuously enhance and improve our network to ensure that the service we provide continues to meet the expectations of our customers.
• We aim to work closely with our customers to correct any problems and take action to ensure that problems do not recur.

Honesty and Integrity

We strive to be honest, friendly and courteous, treating all Customers, small and large as valued Customers.
Should the level of service we provide fail to meet your reasonable expectations, we will take steps to rectify the situation, as soon as it is brought to our attention. In the event that you are not happy with the resolution provided, we will endeavor to escalate and resolve the issue within the relevant team.
We will Provide a formal, documented Customer Complaints Procedure for issues that can not be resolved within the departments concerned (see below for full details.)

Privacy and Security

We will treat your personal information with the strictest confidence.
We will ensure that all details of your service are only discussed with you or your authorised representative.
All credit/debit card details given over the Internet are encrypted and securely protected in accordance with the Data Protection Act 1984.
No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email.

Complaints Procedure

Our Customer Complaints procedure aims to resolve any problems as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and will provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed to Joe McGuire joe@ukwebgurus.com or +44 (0)7708773000.

Your concerns will be fully investigated by the department, who will aim to respond within 24hrs of receipt.

Stage 2

If for any reason, you are not satisfied with our response, you should write to;

Customer Service Dept
UK Web Gurus
90 Grosvenor Road
London N9 8RJ

After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response.

Stage 3

If you feel that your concern still remains unresolved having received the written response from stage 2, you will need to respond to the Customer Service Manager. He/she will acknowledge your letter and pass it to the appropriate Executive for a full reply.