We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have 14 days to consider your complaint. If your complaint has not been resolved within 30 days, you may complain to the Directors of CSG.
If you are not happy with their findings, you may take your complaint to the relevant Ombudsman.
Complaints procedure
1. Email complaints@csgrp.co.uk with a detailed description of your complaint, including any corresponding ticket or invoice numbers
2. CSG will acknowledge receipt of your complaint within 2 days of receiving it, enclosing a copy of this procedure.
3. We will then investigate your complaint. This will involve passing your complaint to a Complaint Manager, who will review the issue and speak to any member of staff involved.
4. The Complaint Manager will then make contact to discuss the matter, and hopefully resolve your complaint. They will do this within 7 days of sending you the initial acknowledgement.
5. Following the discussion, the Complaint Manager will e-mail you to confirm what took place, and any solutions they have agreed with you.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for senior Management to review your case.
7. We will e-mail you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons why we have reached this decision.
8. If you are still not satisfied, you can address your complaint to the Directors of CSG. This will then become a Board Matter, and will be addressed as such.
You will be invited to present your case which will be considered by the board and a detailed summation of the board’s findings will be presented to you. Following this, you have the right to contact the relevant Ombudsman about your complaint. Normally, you will need to bring a complaint to the Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).