Customer Services Charter


At Birmingham UK Com, we are committed to providing you with the highest levels of customer service, and this Charter sets out how we plan to achieve this.

Making it as easy as possible to contact our technical support team by phone or by email. Making it as easy as possible to contact our sales and administration teams, during office hours by phone or by email.

Accuracy

Providing clear, complete and accurate information on our products, services and pricing, on the phone, online and via email or post. Providing accurate bills. Making our bills easy to understand and providing the detail you need.

Performance

Ensuring that in every aspect of our work, each individual is responsible and accountable for the quality of their work. Continuously enhancing and improving the service to ensure that the product we provide continues to meet and exceed the expectations of our customers. Working with our customers to correct any problem and taking action to ensure that the problem does not recur.

Honesty and Integrity

At all times striving to be honest, friendly, courteous and treating all Customers as valued Customers. Making certain that should the level of service we provide fail to meet your reasonable expectations, we take steps to rectify the situation, as soon as it is brought to our attention. In the event that you are not happy with the resolution provided, we will endeavor to escalate and resolve the issue within the relevant department. Providing a formal, documented Customer Complaints Procedure for issues that cannot be resolved within the departments concerned (see below for full details.)

Privacy and Security

Treating your personal information in the strictest confidence. Ensuring that details of your service are only discussed with you or your authorised representative. All credit/debit card details given over the Internet are encrypted and securely protected in accordance with the Data Protection Act 1984. No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email.

Complaints Procedure

Our complaint procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed via our Enquiry Form or contact the Customer Services team on the designated telephone number you were provided with when you first registered. Your concerns will be fully investigated by the department, who will aim to respond fully.

Stage 2

If for any reason, you are not satisfied with our response, you should write to the:-

Customer Service Manager
Birmingham UK Com
PO Box 5489
Birmingham
B32 2UQ

After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response.

Stage 3

If you feel that your concern still remains unresolved having received the written response from stage 2, you will need to respond to the Customer Service Manager. He/she will acknowledge your letter and pass it to the appropriate Executive for a full reply.