At Barclay Communications, we are committed to providing excellent service. If you have a complaint about our products, services, or staff, we want to hear from you so we can address the issue promptly and fairly.
How to Submit a Complaint
You can submit a complaint by:
- In the first instance contacting your usual Barclay representative
- Or emailing complaints@barclaycomms.com
Please include as much detail as possible, including dates, names, and a description of the issue. This helps us investigate and resolve your complaint efficiently.
Our Complaints Handling Process
- Frontline Resolution
- Objective: Resolve complaints quickly at the first point of contact.
- Response Time: Within 24 hours of receiving your complaint.
- Action: Your complaint will be documented, and we will confirm the outcome with you.
- Escalation to Senior Team Member
- Objective: Review unresolved complaints and provide a more detailed response.
- Response Time: Within 48 hours of escalation.
- Action: We will investigate further, keep you updated on progress, and communicate our findings.
- Escalation to Manager
- Objective: Conduct a full review, identify the root cause, and define corrective actions.
- Response Time: Within 5 working days of escalation.
- Action: You will receive a formal written response, and any necessary corrective actions will be implemented.
- Escalation to Senior Leadership Team (SLT)
- Objective: Address complex, serious, or unresolved complaints at the highest level.
- Response Time: As soon as reasonably possible, with updates provided along the way.
- Action: The SLT will review your complaint, determine a final resolution, and communicate directly with you. Lessons learned will help us improve our services.
What to Expect
- We treat all complaints with respect, fairness, and confidentiality.
- We aim to resolve complaints promptly and will keep you informed throughout the process.
- While your complaint is being reviewed, we encourage you to continue using our normal support channels if needed.
Continuous Improvement
All complaints are logged and reviewed to identify trends, prevent recurrence, and improve our services.
We value your feedback and thank you for helping us maintain the high standards of service you expect from Barclay Communications.