Your Right To Complain
nSpire Innovation supplies 1000s of clients throughout the year. However, sometimes clients may become unhappy with either our service or products they have received which is not our intention. This is why we have structured a thorough complaint procedure not to only give you the right to complain formally, but to also hopefully resolve your issue.
We take all complaints very seriously and will deal with them confidentially and expeditiously.
How To Make A Formal Complaint
Before you reach out to our complaints team it's important that you have already tried to resolve your issue with our customer support team to give them a chance to put things right. On-site managers should be around the majority of the time so don't be afraid to ask to speak to a supervisor - They may be able to deal with your complaint straight away.
If you still wish to go ahead with your formal complaint you can write to us by letter. Complaints can be addressed to our Client Complaints Team, and please ensure any and all information applicable to your complaint is included in the letter, for example, your order number, account ref number, invoice dates and anything you think would help us deal with your complaint more efficiently.
Your complaint will be dealt with by our in-house Client Complaints Team but will also always be overseen by an executive of nSpire Innovation Ltd. You can request your complaint to be notified by our Director/s by requesting this in your letter, however, please be aware it may take longer to get a response.
Review Of Your Complaint
Your complaint will be reviewed by our Client Complaints Team and an executive, if your complaint is about a particular executive, manager or employee they will not be involved in the decision making of your complaint, however, our team will investigate the issue by talking with them.
We aim to respond to your complaint within 14 working days.
Where To Send Your Complaint
nSpire Innovation Ltd
Client Complaints Team
Floor 1, 25 St. Thomas Street