Complaints Procedure

igeek Ltd is committed to providing a high quality FileMaker database / software service. However, there may be times when you feel unhappy about the service you have received. In order that we can improve, we are always happy to hear your complaints and grievances, as well as those times when perhaps you have been particularly happy with the services igeek have undertaken.

The following paragraphs lay out the way we deal with complaints, grievances and other disputes. Compliments and general feedback are dealt with separately from this process.

Definition of a complaint

Complaints made to us should be concerned with the nature of the service we provide. Examples include:

  • When we have said we would do something and it has not happened, happened differently from the way you expected it, or produced results that you were not expecting;
  • When the quality of our processes was not of appropriate standard: perhaps we took too long or behaved differently than expected;
  • When one of the igeeks or someone working on our behalf acted in an inappropriate or discourteous way.

How to make a complaint

Stage 1

The people who dealt with your project are probably best equipped to deal with a complaint in the first instance. A misunderstanding may have arisen and we would hope to be able to clear the air quickly and informally. Please contact the member of staff who has been dealing with your project, if you feel able.

Stage 2

If this is not possible you can make your complaint in writing, by letter or email to: The Complaints Officer, igeek Ltd, 6 Nithsdale Road, Weston Super Mare, BS23 4JR, UK. complaints@igeek.co.uk

You will receive an email acknowledgement within 3 working days and a written response to a letter by 10 working days. If this is not possible, you will be given an explanation of the reasons for the delay and a time by which you should expect a full response.

The Complaints Officer will co-ordinate the handling of the response in conjunction with the igeeks involved. The process of garnering a response will generally include the following:

  • Agree the issues and facts that are of concern to the complainant;
  • Gather all relevant information;
  • Assess the validity of the complaint in terms of procedures, SLAs in place, agreed Estimates and the igeek Terms & Conditions;
  • Inform the complainant of the outcome;
  • Inform the complainant of any remedial action to be taken.

Stage 3

If you remain unhappy with the outcome, you can ask for the complaint to be referred to a third party agreed on by igeek and the complainant.

Abusive Domain Registration Procedure

If you have a concern about a domain name registration that you consider to be unjust, unfair, or misleading, please contact us using this email address: complaints@igeek.co.uk.

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