Purpose
At Supported Business, we are dedicated to providing an insightful, uplifting, and seamless experience for all our users. Our customer care team is here to support you with any questions, billing inquiries, or feedback regarding your sessions.
How to Contact Us
Our dedicated customer care representatives are available Monday through Friday, from 9:00 am to 5:00 pm GMT.
- Phone Support: Call us at 0204 586 9411
- Email Support: Reach out to support@supportedbusiness.com
Complaints Procedure
Your feedback is vital to maintaining the high quality of our platform. If you are unhappy with any aspect of our service or a specific advisor, we want to make it right.
Complaint Definition
Supported Business defines a complaint as “when a customer feels strongly their expectations have not been met and is looking for some redress over and above satisfying the original requirement (which was the cause of the complaint)”.
Complaint Contact Details
Should you wish to raise a complaint, you can do so using one of the following contact methods:
- E-mailing the complaint to complaints@supportedbusiness.com
- Calling the Client Relations Team directly on 0204 586 9411
- Writing to: Client Relations Department, Supported Business, Rivermead House, Chelmsford, Essex, CM1 1RP
Complaints Categories
Upon receipt of your complaint, the Client Relations team will assess this in terms of priority. The below grading system is to be used to define and segregate complaints:
| Type | Time to acknowledge | Target resolution time / plan |
|---|---|---|
| Urgent / Service affecting | Auto-response followed up by a call within 30 minutes | 2 - 3 working days |
| Medium / High | Auto-response followed up by a call / email within 4 hours | 5 working days |
| Minor / Non-service affecting | Auto-response followed up by a call / email within 4 hours | 10 working days |
How we handle your complaint
Your complaint will be logged on our CRM system and will be assigned to an experienced member of our Client Relations team.
The Client Relations Advisor looking after your complaint will be in touch within 4 hours to acknowledge your complaint and introduce themselves to you providing their personal contact details and your unique case reference. At this point they may ask you for additional information and will also confirm when you can next expect an update.
The Client Relations Advisor will conduct a full investigation and keep you updated throughout, as they work to resolve the complaint. As part of the investigation they will be looking to understand the Root Cause and any corrective actions and will share these with you as appropriate. The Client Relations Advisor is also responsible for ensuring that identified business improvement and business recommendations are discussed with the Supported Business management team and implemented where possible.
Alternative Dispute Scheme
Ofcom
Our Domestic and Small Business Customers (any customers which Exponential-e provide services to with ten or less employees), have the right to take unresolved complaints to Alternative Dispute Resolution free of charge. This is in line with OFCOM’s Approved Code of Practice for Complaints Handling. The contact details for OFCOM are as follows:
- 0300 123 3000 or 0207 981 3000
- 2a Southwark Bridge Road, London SE1 9HA
ICO
In addition, under the current Data Protection Act and with GDPR coming into act on 25th of May 2018, the ICO has a general duty to investigate complaints from members of the public who believe that an organisation has failed to respond correctly to a request for information.
Alternative Dispute Resolution Process
Supported Business’s Dispute Resolution Scheme is through CISAS (Communications and Internet Services Adjudication Scheme.)
Eligible customers (Domestic and Small Business Customers) can access CISAS upon receipt of a Deadlock Letter provided by Supported Business. You can request this if, after 8 weeks, the complaint has not been resolved and you wish to engage CISAS. Or, in instances where the initial 8 week period has not expired and Supported Business feel that there is likely to be no further action during that period, the Deadlock letter may be issued earlier.
The period of 8 weeks since making the initial claim or the Deadlock letter is required in order to initiate the Alternative Dispute Resolution process and it is the responsibility of the customer (complainant) to submit this to CISAS, initiating their engagement.
CISAS will notify Supported Business of their involvement and Supported Business will co-operate with CISAS as required in order to ensure the complaint is resolved. Following complaint resolution, this will then follow the standard complaints process, root cause analysis and corrective measures will be completed.
Alternative Dispute Resolution Contact
The contact details for CISAS (Supported Business’s chosen Alternative Dispute Resolution Scheme) are as follows:
- 0207 520 3827
- 0207 520 3829
- cisas@cedr.com
- CISAS, Centre for Effective Dispute Resolution, 70 Fleet Street, London EC4Y 1EU