Customer complaints – code of practice

This information outlines Cloud Directs code of practice for customer complaints. If you would like to make a complaint please visit our page: What to do if you have a complaint.

Our customer complaints code of practice explains our process for resolving complaints so you know what to expect to happen and when.

Who will get back to me and when?

Cloud Direct’s customer success team will manage your complaint to ensure that you are provided with a suitable and prompt response to your situation and that, where possible, your complaint is resolved to your satisfaction.

What happens when I email Cloud Direct with a complaint?

If you email us, our customer success team will review and acknowledge the complaint within 24 hours of receipt – excluding weekends and bank holidays. In the event that we require additional information to resolve your complaint, a member of the team will contact you within one week to discuss the situation with you.

What happens when I call Cloud Direct with a complaint?

If you call us, we will ask you about the nature of your complaint, taking into account all the points you tell us about. Where possible, we will attempt to resolve your complaint straight away. In the event that your complaint requires specialist knowledge you will be transferred to someone who can help resolve your issue. If we are unable to resolve your complaint while you are on the phone, we will pass it to our customer success team; they will get back to you in writing within 24 hours.

What happens when I contact Cloud Direct by post with a complaint?

If you contact us by post, our customer success team will review your complaint and take into account all the information you provide and any service details held on our systems.  Where possible, we will email you acknowledgement of the complaint within 24 hours. In the event that we require additional information to resolve your complaint, a member of the team will contact you within one week.

How long will it take to resolve my complaint?

We try our hardest to resolve all customer complaints as soon as possible.  In the event that your complaint is urgent, we will escalate its priority.
Our customers success team aims to respond to and, where possible, agree a resolution plan, within one week of receiving your complaint. We try to resolve the majority of customer complaints within one month, however due to the nature of some complaints some resolutions make take longer, particularly if they are technically complex or involve multiple vendors. If we are unable to provide a resolution within this timeline, we will provide you with progress reports via your preferred contact method.

What do I do if my complaint is not resolved to my satisfaction?

We work hard to provide an excellent customer service, and to resolve complaints in a way you are happy with. In the event that your complaint is not resolved to your satisfaction, please tell us and let us know if you think further action is warranted. We can then review your complaint and escalate it within the company, keeping you informed of progress and any changes.

In the event that we are unable to resolve your issue, provide a timeframe for resolution after eight weeks, or the customer complaint process has been unsuccessful, we will class your complaint as deadlocked. This means there is nothing more we can do to resolve your complaint, and you have the right to take your complaint to an independent alternative dispute resolution (ADR) scheme.

On request, we will send you a deadlock letter – unless we can take further steps to resolve your complaint in a timely manner. We will not provide a reminder nor a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme. Cloud Direct is registered with Ombudsman Services who are an Ofcom approved alternative dispute resolution body. Ombudsman Services will review your complaint and decide if it is justified. Cloud Direct will act on the Ombudsman Services decision and put things right for you. Ombudsman Services complaint submissions are free of charge.

Ombudsman Services contact details as follows:

Ombudsman Services
The Brew House
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL
www.ombudsman-services.org

How can I get a copy of the Cloud Direct complaint procedure?

We can post you a hard copy free of charge.