Our complaints procedure

• Complaints can be made by Web Login (coming soon), letter, fax, email or telephone.
• We will acknowledge receipt of your complaint using your preferred method of communication, within a minimum of three working days, although we expect to be quicker.
• We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.
• Normally complaints should be directed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them.
• We aim to resolve all customer complaints as quickly as possible. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.
• Our logging system tracks complaints and closes only once a satisfactory conclusion is reached for both parties.
• Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.
• We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the outcome of our complaints procedure, then please contact the our professional body, UK IT Association – by phone on 0844 445 7571 or by email to enquiries@ukita.co.uk or to

the Legal Ombudsman by phone 0300 555 0333

or by email to enquiries@legalombudsman.org.uk

or by post Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Our response times policy

J & J Systems UK Limited is committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our product(s) and/or service(s), then
please let us know as soon as possible. This will help us to continually improve our service to all our clients.