Introduction

HBXL Professional Services is dedicated to providing excellent customer service and ensuring all of our customers are happy with the products and services we provide. All members of staff take any customer complaint seriously and we endeavour to handle all complaints as efficiently and effectively as possible. Should a customer wish to make a complaint to us, the following outlines our policy and procedures for the handling of verbal and written complaints.

Summary:

At HBXL Professional Services we endeavour to resolve your complaints as soon as possible. In the first instance, please call our Professional Services Accounts Manager ( services@hbxl.co.uk) and we will do our best to resolve any problems you may be having with our product or service as quickly as possible.

Our Responsibilities:

  • To provide an efficient, fair and structured mechanism for handling complaints.
  • To provide our customers with access to the complaints handling process.
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
  • To review our complaints quarterly so that we can improve our standard of customer service.

Handling Your Complaint:

Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.

We will attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.

We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.

We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

Step One:

If you have a complaint regarding and aspect of your account or dealings with HBXL Professional Services, we urge you to telephone us or email us in the first instance.

Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

If you prefer to put your complaint in writing, we will respond to your letter and we will confirm any details in writing if you request us to do so.

Step Two:

Complaints made to the company are overseen by HBXL Professional Services Operations Manager (operations@hbxl.co.uk)

After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 2 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

Step Three:

If you are not satisfied with the response received from the Professional Services Accounts Manager, you may request that your complaint is escalated to the Professional Services Operations Manager.  The Professional Services Operations Manager will then endeavour to address the complaint as soon as possible within 2 working days.

Step Four:

If you are not satisfied with the response received from the Professional Services Operations Manager, you may request that your complaint is escalated to the HBXL Group Operations Manager (complaints@hbxl.co.uk) who will then endeavour to address the complaint as soon as possible within 5 working days.