Complaints policy - Vorboss Customers

Customer Complaints Policy Introduction

Vorboss aims to provide a consistently excellent service at all stages of our relationship with you.

All our customers benefit from the attention of an account manager, whose responsibility is to ensure that you have everything you need and that any issues or complaints are promptly dealt with.  Our Technical Support Team is also on hand to help solve any urgent technical issues such as outages or service interruptions.

Unfortunately, we won’t always get everything right. When that happens, your account manager is the first and best port of call as they can resolve most issues directly. Failing that, this policy outlines how to raise a complaint and how to escalate it if you do not get a satisfactory resolution.

Stage one: Making a complaint

• Contact your account manager.  If you do not have their details, please email complaints@vorboss.com
• A team member will get back to you within 24 hours advising on the process they will follow to investigate the complaint , if applicable, and timeframe for resolution. If the complaint does not require investigation, the mitigation process to avoid any recurrences in the future will be shared.

Note:

If you are not satisfied with the investigation, timeframes or mitigation processes advised, you can contact our Customer Operations team, who will escalate your complaint internally. Our Customer Operations team can be contacted via the below email address:

Email:  complaints@vorboss.com

and they will advise you of the process they will follow to further investigate the complaint, as well as the timeframe in which they will endeavour to carry out the further investigation.

Stage Two: Resolving the complaint

• Once the investigation is complete, we will promptly notify you of the outcome, measures undertaken to resolve the issue and any mitigation measures implemented as a result.
• Your complaint will be closed once we have received confirmation from you that the complaint has been resolved to your satisfaction.
• If you do not respond within 28 days of notification, we will consider the complaint closed.

Can I take further steps?

Although our dedicated team will always try their best to help, it is important that we recognise there may not always be a satisfactory outcome for all parties involved in a complaint. In these instances, an independent mediator can be engaged.

Stage three: Escalation to Independent Mediator

• Vorboss is a member of the Centre for Effective Dispute Resolution (CEDR), an independent mediation and alternative dispute resolution (ADR) body. This is a free and impartial service and the adjudicator's decision is binding.
• In the event that: (1) we have notified you of the outcome of our investigation into your complaint, you have notified us that you are not satisfied with the proposed outcome of your complaint, and we do not intend to take further steps to resolve the complaint to your satisfaction that would produce a different outcome; or (2) the complaint remains unresolved after eight weeks since we first received the complaint, we will issue you with a letter notifying you that you may refer the matter to the CEDR under the Communication & Internet Services Adjudication Scheme (CISAS), which is an Ofcom-approved ADR provider, using the details below.
• More information pertaining to CISAS and guidance on how to use it can be found here
• You can submit a complaint from here‍

Email:  cisas@cedr.com
Phone: 020 7520 3814

Vorboss contact details

Outside of the above process, if you wish to contact us about a complaint or any other issue, you can use our company contact details below and a Vorboss representative will respond to you within 24 hours.

Email: complaints@vorboss.com
Phone: 020 3582 8540
Address: Vorboss Limited, 10 Exchange Square, London, United Kingdom, EC2A 2BR

Other versions

A hard copy, large font or audio version of this Code of Practice can be provided free of charge by emailing support@vorboss.com.