IT Service Complaints Process
At Barclay Digital Services, we are committed to providing excellent IT support and services. If you have a complaint about our products, services, or staff interactions, we want to hear from you so we can address it promptly, fairly, and transparently.
How to Submit a Complaint
You can submit a complaint by emailing ITcomplaints@barclaycomms.com or contacting your usual Barclay Digital Services representative. Please include details such as dates, names, and a description of the issue to help us investigate efficiently.
Our Complaints Handling Process
- Frontline Support
- Handled by: First point of contact (frontline staff).
- Response Time: Within 24 hours of receipt.
- Action: We will acknowledge your complaint, attempt immediate resolution where possible, and record the complaint in our system. If unresolved, it will be escalated to a senior team member.
- Escalation to Senior Team Member
- Handled by: Senior staff member within the IT department.
- Response Time: Within 48 hours of escalation.
- Action: Your complaint will be reviewed in detail, investigated further, and progress updates will be provided. If still unresolved, it will be escalated to a senior manager.
- Escalation to Senior Manager
- Handled by: Department or Line Manager.
- Response Time: Within 5 working days of escalation.
- Action: A full investigation, including root cause analysis, will be conducted. Corrective and preventive actions will be implemented if required, and a formal written response will be provided. The complaint will then be formally closed and logged.
What to Expect
- We handle all complaints fairly, objectively, and confidentially.
- All complaints are tracked until fully resolved.
- We aim to resolve complaints promptly and will keep you informed throughout the process.
Continuous Improvement
Every complaint is logged and reviewed to identify trends and areas for improvement. Lessons learned are fed into our quality management process to help improve our services continuously, in line with ISO 20000-1 standards.
Contact Us
To raise a complaint or discuss a current issue, please email ITcomplaints@barclaycomms.com.