Creative Web Solutions

Customer Complaints Policy

At W3 Systems we aim to provide complete customer satisfaction

Sometimes we may fall short of the high standards we set. If this happens, we encourage customers to report any problems so that we can fix any problems and improve our future service.

We take all complaints seriously and they will be investigated both fairly and diligently.

The steps below outline how to report a problem to us as well as how to make a complaint if the issue you have has not been dealt with to your satisfaction.

Step 1

If you have not already contacted us, the first step is to contact us via one of the following methods:

Email: info@w3systems.net
Telephone: 08448 567 808
Website: http://w3systems.net/contact/

Existing customers can also open a ticket from the client portal.

We will respond to you within 1 business day and aim to resolve any issues you have within 5 business days

Step 2

If you have already contacted us and you feel your issue was not resolved to your satisfaction, the next step is to submit a Formal Complaint.

All complaints must me made to us in writing and emailed to info@w3systems.net or sent to:

Customer Complaints
W3 Systems Ltd
21 Limpsfield Avenue
Thornton Heath
Surrey CR7 6BG

You should include as much information as possible, including:

  • Details of the original problem you encountered including when it occurred.
  • The name of who you spoke to.
  • Any other detail you think may be relevant.

We will do the following:

A senior member of our team will review any complaints within 3 business days of receipt and will provide an initial response while the problem is investigated further.

We will provide a full reply to your complaint within 10 working days.

Step 3

We hope that our full reply addresses any outstanding issues you have. However, if you do not find our response satisfactory, you may request the complaint be escalated to a company Director.

A Director will review your complaint, along with the steps taken by staff so far. They will provide a response within 20 working days of the escalation.