Complaints Procedure

At CTR Communications Limited, we strive to provide an exceptional service to all our customers.

However, we understand that there may be instances where you are not completely satisfied with our services. In such cases, we have established a Complaints Procedure to address your concerns promptly and effectively.

The aim of our Complaints Procedure is to provide a transparent and efficient process for resolving any issues or concerns raised by our customers.

We are committed to addressing complaints in a fair, impartial, and timely manner, with the ultimate goal of achieving customer satisfaction.

The purpose of this procedure is to:

• Provide a clear and structured process for customers to raise complaints.
• Ensure that all complaints are handled with the utmost professionalism and confidentiality.
• Identify areas for improvement in our services based on customer feedback.
• Maintain trust and confidence in our commitment to customer satisfaction.

1. Initial contact: Customers are encouraged to initially address any concerns or complaints directly to our Director, Alan Carter, via email at service@ctrcomms.co.uk. Please provide detailed information about the nature of the complaint, including any relevant documentation or evidence.
2. Acknowledgment: Upon receipt of your complaint, Alan will acknowledge your email within 48 hours, confirming that your complaint has been received and is being investigated.
3. Investigation: Alan will conduct a thorough investigation into the issues raised in your complaint. This may involve consulting relevant departments or individuals within our company to gather additional information.
4. Resolution: Once the investigation is complete, Alan will communicate the findings to you and propose a resolution to address your concerns. We will strive to resolve complaints as quickly as possible, typically within 5 working days from the date of acknowledgment.
5. Escalation: If you are not satisfied with the proposed resolution, you may request further escalation of your complaint. Alan will review the matter again and take any additional steps necessary to reach a satisfactory outcome.
6. Final response: Following the resolution of your complaint, Alan will provide you with a final response detailing the outcome of the investigation and any actions taken. We aim to ensure that you are fully informed and satisfied with the resolution of your complaint.

You can make a complaint via email. Please send details of your complaint to service@ctrcomms.co.uk

Please include your contact information and any relevant details pertaining to the complaint. Our Director, Alan, will acknowledge your email promptly and initiate the resolution process.

• All complaints will be handled with the utmost confidentiality and sensitivity.
• We appreciate your feedback and welcome suggestions for improving our services.
• If you require any assistance or clarification regarding the Complaints Procedure, please contact us using the email address above.

Thank you for choosing CTR Communications Limited.

We value your business and are committed to resolving any concerns you may have promptly and professionally.