Complaints Policy

Effective Date: 4th April 2025
Last Updated: 4th April 2025

1. Introduction

At DPA Cloud Services Ltd, we are committed to delivering exceptional service and support to all our clients. However, we understand that there may be occasions where expectations are not fully met. When this happens, we want to hear from you so we can resolve the issue promptly and improve our services going forward.

This Complaints Policy outlines how you can raise a concern, how we will respond, and your rights to escalate the matter to an independent Ombudsman if necessary.

2. Our Commitment to You

  • We treat every complaint seriously and professionally
  • We aim to respond promptly and fairly to all concerns raised
  • We strive to resolve complaints within clear timeframes
  • We view complaints as opportunities to learn and improve
  • We ensure complaints are handled in line with regulatory requirements, contractual obligations, and our company values

3. What Is a Complaint?

A complaint is defined as:

"Any expression of dissatisfaction, whether oral or written, and whether justified or not, about the provision of, or failure to provide, a product or service by DPA Cloud Services Ltd."

This includes concerns relating to:

  • Quality of service or technical support
  • Delays or failures in communication
  • Unfulfilled contractual obligations
  • Billing or invoicing disputes
  • Data protection and privacy concerns
  • Conduct of our staff or representatives

4. How to Make a Complaint

You can submit your complaint using one of the following channels:

  • By Email: [email protected]
  • By Post: DPA Cloud Services Ltd, Conway Industrial Estate, Skull House Lane, Appley Bridge, Wigan, England, WN6 9EU
  • Via Website Contact Form: Website Contact Form

To help us resolve your complaint efficiently, please include:

  • Your name and contact details
  • A clear description of the issue
  • Any relevant dates, correspondence, or reference numbers
  • The outcome you are seeking (if known)

5. What Happens Next?

Stage 1: Acknowledgement
  • You will receive an acknowledgement of your complaint within 2 working days
  • A unique reference number will be assigned to your case
  • We will confirm the name of the staff member handling your complaint
Stage 2: Investigation & Response
  • We aim to investigate and respond within 10 working days
  • If more time is needed, we will keep you informed
  • You will receive a written response with findings, outcome, and next steps
Stage 3: Escalation (If Unresolved)

If you are not satisfied with our final response or 8 weeks have passed with no resolution, you may escalate to our designated Ombudsman.

6. Independent Ombudsman Service (Pending Registration)

We have applied for membership with Communications Ombudsman, an approved Alternative Dispute Resolution (ADR) scheme under Ofcom guidelines. This service handles unresolved complaints fairly and independently.

Once our registration is confirmed, customers will be able to refer complaints to the Ombudsman if:

  • Your complaint remains unresolved for 8 weeks, or
  • You receive a deadlock letter from us sooner

Details that will be published upon confirmation include:

Important: The Ombudsman’s decision is binding on us, but not on you.

7. Confidentiality

All complaints are handled with the utmost confidentiality and in line with our Privacy Policy. Your data will only be shared with individuals or bodies involved in resolving your complaint.

8. Recording & Monitoring

All complaints and their outcomes are logged and regularly reviewed to:

  • Identify patterns or recurring issues
  • Improve our services and internal processes
  • Ensure accountability and compliance with obligations

We may also use anonymised complaint data for internal training or reporting.

9. Contact

10. Policy Review

This policy is reviewed annually or upon significant legal, service, or Ombudsman changes. Updates will be published on our website and dated at the top of this document.