1. Policy Statement
Adsum Technologies Ltd (“the Company”, “we”, “our”, “us”) is committed to providing a high standard of service to all our clients. We understand, however, that there may be occasions when clients may not be satisfied with our service. This Complaints Policy outlines the procedure for raising and resolving complaints.
2. Scope
This policy applies to all clients of the Company. A complaint may relate to any aspect of our service.
3. Raising a Complaint
A complaint can be made via email, telephone, or letter. Please direct your complaint to our Customer Service team at:
Email: portal@adsum-works.com
Telephone: +44 (0)207 412 8404
Post: 1 Lyric Square, London W6 0NB
When lodging a complaint, please provide as much information as possible, including your name, contact details, a clear description of the complaint, and any supporting documents.
4. Complaint Resolution
We will acknowledge receipt of your complaint within 3 working days. We aim to resolve all complaints within 15 working days of receipt. However, if the issue is complex and takes longer to resolve, we will keep you informed about the progress.
If you are not satisfied with the resolution, you have the right to escalate the complaint to the company’s Management Team or to the Financial Ombudsman Service.
5. Record Keeping
We will keep a record of your complaint and the steps taken for resolution. This assists us in improving our services and ensures transparency in our complaint-handling process.
6. Review
This policy will be reviewed at least annually to ensure it remains up-to-date and compliant with relevant regulations and industry best practices.