Complaints Escalation Procedure

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us

If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

IP Products Limited Customer Support Manager

2 nd Floor, 145-157 St Johns Stree, London EC1V 4PY

Alternatively you may email us at escalations@heronsoftware.co.uk

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step two: what we will do

On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: further action in order to resolve your dispute

Once you have a response from our Customer Service team, if you remain unsatisfied with our attempts to resolve the issue, you can contact Otelo, the Independent Ombudsman. Please note that Otelo can only help if you have given us an opportunity to resolve any issues. Otelo contact details:

Otelo, PO Box 730, Warrington, WA4 6WU

Email: enquiries@otelo.org.uk

Website: http://www.otelo.org.uk

Overview of complaints escalation procedure

You contact Customer Support Manager

Customer Support Manager will investigate

and propose a solution

You contact Otelo

Contact information

We are happy to answer any questions you may have regarding your IP Products Limited services. Please note that any discussions with IP Products Limited are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

Please note: by signing up for any of our services you agree to be bound by all IP Products Limited terms and conditions.