Complaints Procedure 

 

 

This is the official complaints policy of Absolutely PC Limited

Absolutely PC Limited are committed to providing a high- quality, reputable service to all our customers, regardless of service level or business size. If a customer is dissatisfied with the standards represented by our team or quality or efficiency of any of our services or products we supply, we need to know at their earliest convenience. Registering an official complaint through our Complaints Procedure (outlined below) will allow us to find a resolution for you and help us to improve our service for other customers in the future. We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service.

1. How to register an official complaint

Before registering an official complaint, we do expect that the customer will have presented the problem to a relevant member of our team, for the opportunity to rectify professionally and amicably. If the customer remains dissatisfied by the situation or response then we encourage this complaint to be escalated to our Problem Solving Team. All official complaints must be sent to this team in writing, either via email to customer.service@absolutelypc.co.uk or posted to our main office at:

Unit 1, Grove Industrial Estate, Gloucester Road, Patchway, Bristol, BS34 5BB

1.1. Complaints about our services and products

We take pride in the services and products that we provide, and constantly monitor the market for upgrades available to ensure that our customers are getting the best service to meet their requirements. If you are making a complaint about a product that you have received from us, it must be within it’s recommended warranty period.
For us to deal with your complaint about a service or product that you have received from us, we will require the following details:

  • Full service/ product specification details (you should be able to find this on your agreement if you don’t know it)
  • Date of installation by our team
  • Details of who this problem is impacting (e.g. is this affecting every user in your business or select people)
1.2. Complaints about a member of our team

At Absolutely PC Limited, we believe that our team are the representation of our business, and we therefore take caution during employment and training to ensure that every one of our employees is reputable, reliable, knowledgeable in their field, and trustworthy. If you are making a complaint about a member of our team, please be aware that this will be held with discretion but may be shared with the employee themselves as well as their Line Manager, to the appropriate level, where required. If we consider your complaint to constitute Gross Misconduct or any other breach of their employment contract, this will not be tolerated, and we may request further details from yourself to use within disciplinary procedures.

2. Expectations of our response

A member of our Problem Solving Team will initially review the complaint and we will acknowledge receipt of this to you within 5 working days, alongside the name and contact details of the person investigating this on your behalf. We will keep you informed about the progress of this investigation, and will complete all development/ resolution notifications via email. There may be instances where we are required to contact you over the phone, in these cases please be aware that all of our inbound and outbound calls are recorded and recordings may be used towards the case if deemed necessary. We will not accept any swearing or verbal abuse towards any member of our team. We aim to have all complaints completed within 28 working days, unless we agree an alternative time scale with you in advance.

3. Escalations

If you believe that your complaint has not been handled in line with this Complaints Policy, or you are dissatisfied with the resolution, then you should contact us again and we will arrange for a member of Senior Management Team, who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for review, confirming our final position on your complaint and explaining our reasons.

If you are still dissatisfied at this stage, you can refer this matter to the relevant Alternative Dispute Resolution Provider. Absolutely PC Limited is a registered member of CompTIA who you can contact through the form:https://www.comptia.org/contact- us/report-candidate to report the situation and act as an impartial complaints handler

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Business Cyber Safety Check

Question AreaYour Answer
Firewall Protection
Do all your computers and servers have firewall protection turned on?
Firewall Rules Kept Tight
Do you regularly review what is allowed through your firewall (and remove anything you don’t need)?
Confidence in Security
Do you feel confident your business is protected from common cyber threats?
Staff Training
Has anyone in your company had cyber security training recently?
Reporting Suspicious Emails
Do your staff know what to do if they receive a suspicious email?
Strong, Unique Passwords
Do your staff use strong, unique passwords for work accounts?
Default Passwords Changed
Have default passwords been changed on your internet router, Wi‑Fi, devices, and any key systems?
Extra Login Protection (MFA)
Do you use an extra security step when logging in (like a code on your phone)?
Admin Accounts Kept Separate
Do you keep admin (high power) accounts separate from everyday user accounts?
Starting/Leaving Access Process
Do you have a process for removing access when someone leaves the company?
Access Limited to What’s Needed
Do people only have access to the data and systems they actually need for their job?
No Shared Logins
Are shared accounts used across the business (one login used by multiple people)?
Automatic Updates
Are all your computers and devices kept up to date automatically?
Important Updates Applied Quickly
When important security updates are released, are they applied quickly (within a couple of weeks)?
Supported Systems Only
Are all your computers and servers on supported versions (not old/out of support)?
Apps Kept Up to Date
Are your main apps updated regularly (and old software removed)?
Control Over Installing Software
Are staff allowed to install their own apps or software?
Security Software Installed
Do you have antivirus or security software on all work devices (including servers)?
Security Being Watched
Do you know if your antivirus is actively monitored, or is it just installed?
Real-Time Protection On
Is your antivirus protection always on (and not easy for users to turn off)?
Security Updates Automatic
Is your security software kept up to date automatically?
Coverage for Remote Devices
Are devices used at home or remotely covered by the same protection?
Scams Being Reported
Have you had any suspicious emails or scams reported lately?
Spotting Scam Emails
Do staff know how to spot a scam or phishing email?
If Someone Clicks a Bad Link
Do staff have a process to follow if they accidentally click on a suspicious link?
Where Important Data Lives
Is your important business data stored securely?
Backups in Place
Is your data regularly backed up?
Backups Can Be Restored
Do you know how quickly you could recover your data if something went wrong?
Remote Working
Do staff work from home or on the move?
Personal Devices Used for Work
Are personal devices used for work (email, files, systems)?
Remote Access Protected
Are remote devices and remote access secured?
Plan for When Things Go Wrong
Do you have a plan if something goes wrong (like a hacked account or ransomware)?
Incident Response Plan
Do you have an incident response plan in place should you have a cyber incident?
Plan Has Been Tested
Have you ever tested your response plan (even as a simple discussion)?
External Access to Systems
Do any external companies have access to your systems or data?
Checking Suppliers’ Security
Do you check a supplier’s security before giving them access?
Security Standards Goal
Are you aiming to meet any standards like Cyber Essentials or ISO 27001?

Office

Unit 1, Grove Industrial Estate, Gloucester Rd, Patchway, Bristol BS34 5BB

Opening Hours

Mon - Fri - 8am - 5.30pm
Sat/Sun - Closed

Call Us

0117 9759 523

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