Formal Customer Complaints

As a company we aim to provide the highest standard of services to all clients.  To ensure that your interests are safeguarded, a grievance procedure has been introduced.  This provides for the matter to be dealt with internally.

It will not affect customers statutory rights and should be considered complementary to any legislation governing the business whose regulations and guidelines are to be fully complied with at all times.

Customers are not obliged to use this complaints procedure, however, this company believes that it offers the best opportunity for your complaint to be dealt with to the satisfaction of both parties.

 If customers have initially made a verbal complaint, whether face-to-face or on the phone, please also make it in writing, addressed as follows:

Dr Andy Tindale,

DesignBuilder Software Limited

Stroud House

Russell Street

Stroud

GL5 3AN

We will acknowledge your letter within 7 working days of receipt.  At this stage we will also invite customers to make any further comments that you may have in relation to this.

Within 21 days of receipt of your written summary, we will write to you to inform you of the outcome of the internal investigation into your complaint and to let you know what actions we have taken or will take.

Appeals Procedure

If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, write to:

Mr Dave Cocking

DesignBuilder Software Limited

Stroud House

Russell Street

Stroud

GL5 3AN

Mr Cocking will personally conduct a separate review of customer complaint and contact customer within fourteen days to inform them of the conclusion of this review.

 If you remain dissatisfied with any aspect of our internal handling of your complaint and/or separate review, then we can discuss whether we can agree to go to mediation according to the Centre for Effective Dispute Resolution (CEDR)