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Customer Complaints Procedure

At ADSI Ltd we are committed to providing our customers with an excellent level of service. We recognise that we sometimes get it wrong, and when we do, we want you to tell us so that we can put things right as quickly and smoothly as possible. With this in mind, we have developed a complaints procedure which explains who you should contact and what to do if you have a complaint about
ADSI’s services. The complaints procedure is described below.

Contacting us

If you would like to make a complaint about service, please call your Account Manager on
01268 495555. These lines are open from 9am to 5.30pm Monday to Friday.
If you would prefer to write to us or email instead, please address your letter to:
ADSI Ltd Alexander House Christy Court Basildon Essex SS15 6TL

How we will deal with your complaint

When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

  • Company name and account number
  • Name, contact phone number and postal address
  • Nature of the complaint (including any relevant detail)

You can give this information to us over the phone, email or in writing.

When we have registered your complaint we will give it an identification number that you may refer to in any further contacts with us regarding your complaint. We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to
Investigate your complaint further.
Whatever your complaint we will give you our initial response to it no longer than 7 working days from when you notified us. If you are not happy about the way in which your complaint has been handled, you can call us on 01268 495555 and ask to speak to the Team Manager.
The Team Manager will normally respond to your complaint within 7 working days. If after having contacted the Team Manager you are still not satisfied about the way we have dealt with your complaint, you should submit your complaint in writing fully stating the grounds of your complaint, this will be reviewed by the Sales Manager.
We aim to resolve all complaints within 15 working days from when you notify us but more complex cases may take longer.
The decision of the Sales Manager is final.


Download a copy here: Form FMAD0076 v 1.5

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