John , thankyou for engaging with me at least! Just to be clear : the online complaints web-form says an acknowledgment ie ref no will be notified within (I think) 24 hrs ( or was it 48 hrs?). I assure you I have never had any such response from any of the 7 or 8 attempts to flag my concerns via that system. And i note other say the same thing. It really is a "black hole", and I would really welcome you checking to see if you have any record of my 7 or 8 submissions. As far as calling in , I have zero faith that the first line agents have any discretion in the matter of charging. It requires someone with specific authority to deal with that.
Hi , I really would like to know your spin on the online complaints procedure. I just tried again , and once again , got "complaint received" screen , with its promise of an initial reply within 48hrs. As I said . this never happens. Do you have any record of all my online submissions? Is there a software bug? Is the "inbox" so full no-one is getting any reply? Are your systems working ? or overwhelmed? Why have you not responded on this issue? thanks
I can confirm that the site is not experiencing any problems at the moment and all submitted complaints are successfully being received.
In regards to the timescales, there is a piece within the link I have provided which explains the process with the web form. It reads;
By web form - On our contact us page, you’ll see a link to our web form. Complete the form to let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us. In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. To help speed up this process, please make sure you answer the Data Protection (DPA) questions accurately.
I would be happy to check on your complaint status via a PM but I will be unable to arrange any packages changes from there.
I've popped a private message over (available in the purple envelope). If you wish to proceed please respond with the requested details and we can go from there.
Just to reiterate what Alan5151 is saying, when you submit a complaint via the online form on the successful form submission page it states you will receive a notification of receipt within 48 hours, I cannot remember the exact wording but it definitely states 48 hours.
I understand complaints can take up to 28 days but the whole point is that the user should receive that notification within 48 hours according to your form submission page, obviously this is not happening and is clearly causing more complaints and more work for yourselves. I think your web development team or complaints department need to address this issue. A simple automatic response would be suffice and would stop further complaints.
I have passed these comments on to Lee_R privately who has confirmed he will pass them on but just for the purpose of this public forum I thought I would respond here too.