Service quality along with customer satisfaction are of the upmost importance to Digital Attitude. This policy and procedure is in place should anything go wrong, concerns or a complaint be made by a customer due to Digital Attitude not living up to or meeting perceived quality and satisfaction.
Digital Attitude believes that all stakeholders should feel that their concerns or complaints can be voiced and will be considered with the upmost seriousness and importance.
Most concerns and potential complaints can best be resolved through informal discussion with the relevant member of Digital Attitude. Therefore, any complaint or concern should be raised promptly with your point of contact, their Line Manager or a member of the Digital Attitude’s Senior Management.
1. If you are unhappy about speaking to your point of contact within the company, you may make an appointment to discuss the complaint or concern with a Senior Member of Digital Attitude.
2. All Digital Attitude staff will make every effort to resolve your problem promptly at this informal stage.
3. Complaints made to anyone other than your point of contact - for instance to an Account Manager - will be referred to the appropriate member of staff as above.
If you are dissatisfied with the response at Stage 1 then you may make a formal complaint.
To do so, you must write to the Senior Management at Digital Attitude and set out the details of the complaint. You can do so by email (see contact details below).
1. The Senior Manager will investigate the complaint and respond in writing. This will normally be within 7 working days of your letter or email, but you will be informed if more time is needed to complete the investigation.
2. If your original complaint or concern was about an action by the Senior Manager then you should put your complaint in writing to the Chief Executive using the procedure in Stage 3, below.
These are the final stages in the formal Complaints procedure.
1. If you are not satisfied with the Senior Manager’s response, or if your complaint is about the Senior Manager, you may refer the matter to Digital Attitude’s Company Board.
To do so you should write to (or email) the Digital Attitude Board setting out the full details. Relevant Board member will meet to hear the evidence and decide on any action required.
This will normally be arranged within 14 working days of your complaint being received, depending on the availability of all concerned.
You will be invited to speak at the meeting if you so wish and you may be accompanied by a colleague or representative. After the meeting you will be advised of the outcome in writing. This will normally be within 7 working days of the meeting.
2. For the majorly of complaints the decision of Digital Attitude’s Board is final.
3. The procedures above should be able to deal with most problems relating to Digital Attitude's services. Should you complaint be in regards to certification activities where you are not satisfied with the responses provided by Digital Attitude you can obtain further advice and information from the governing body – IASME.
The Senior Management, the Board or other members of staff can be contacted through the Company.
Email: