COMPLAINTS POLICY

1. Our Commitment

Thorne Technology Group is committed to delivering excellent service.
If you are dissatisfied with any aspect of our service, we want to know so we can address the issue promptly and professionally.

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2. How to Submit a Complaint

You can make a complaint by:

• Email: complaints@thornetechnology.co.uk

• Phone: 01656 521 505 (Asking for Account Manager)

Please include:

• Your contact details

• Details of the issue

• Relevant dates and evidence

• How you would like the issue resolved

 

3. Our Complaint Handling Process

Step 1 — Acknowledgement

We will acknowledge your complaint within 2 working days.

Step 2 — Investigation

A senior member of staff will review your complaint objectively. This may include:

• Speaking with staff involved

• Reviewing logs or records

• Gathering further information

Step 3 — Response

We aim to issue a full written response within 10 working days. If more time is required, we will inform you.

Step 4 — Resolution

We will:

• Explain what happened

• Confirm whether your complaint is upheld

• Outline any corrective action

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4. Escalation

If you are dissatisfied with the outcome, you may request escalation to a Company Director.

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5. Recording & Continuous Improvement

We record all complaints internally to:

• Monitor trends

• Improve our services

• Train staff