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complaints

KSL Connect – Complaints Procedure

At KSL Connect we are committed to providing excellent service and use all feedback, including complaints, as an opportunity to learn and improve the quality of service that we provide. Whilst we try hard to provide the best levels of service, we are aware that occasionally we may get things wrong.  If this happens, we will attempt to resolve any and all issues quickly, however, should our customers remain unhappy with the outcome or any aspect of our service, we operate a complaints procedure to help ensure that all complaints are dealt with efficiently and to your satisfaction.

How to raise a complaint

  1. Firstly, you should telephone us on 0161 241 1679 or write via email to support@kslconnect.co.uk.  We aim to respond to you within 24 hours. Please ensure you retain the reference number for your conversation. Our Customer service team will do their best to successfully resolve any problems at this point. If we cannot resolve the problem during the phone call, we will agree an appropriate course of action with you. If  however you still remain dissatisfied with the way in which your complaint has been handled in the first instance, you may contact the Customer Service Manager via complaints@kslconnect.co.uk including any reference number you where given. They will respond and aim to resolve your complaint within 48 hours.
  2. If the Customer Service Manager is unable to resolve the issue to your satisfaction, you may escalate your concern to the Managing Director by emailing complaints@kslconnect.co.uk. In both cases, they will aim to respond to you within 48 hours.
  3. Please note that in all cases, we ask that you mention any reference number given in all correspondence, and that you work with our management team to resolve your concern.
  4. We aim to resolve all complaints received within 10 working days.