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Dispute resolution policy

Complaint handling procedures and dispute resolution

ramsac Ltd is an independent company that delivers IT and communications services to business customers.

While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Relationship Managers using one of the following:

By phone: 01483 412040
By e-mail: Relationshipteam@ramsac.com
By letter: ramsac Ltd Unit 1 and 2 Godalming Business Centre, Woolsack Way, Godalming, Surrey, GU7 1XW
Via our website: https://www.ramsac.com

If you telephone, our Relationship Manager will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to a Company Director. If we cannot resolve the problem, we will write to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from The Ombudsman Services.

Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

Useful addresses

Ombudsman Services:
E-mail: info@cisas.org.uk
Website: http://www.cisas.org.uk

Ofcom: Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Tel: 02079813040 or 0300 123 333
E-mail: contact@ofcom.org.uk
Website: http://www.ofcom.org.uk

PhonepayPlus (formerly ICSTIS):
Tel: 0800 500 212 or 020 7940 7474
Email: info@phonepayplus.org.uk
Website: www.phonepayplus.org.uk

Federation of Communication Services (FCS):
Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent, BR3 1AT
Tel: 020 8249 6363
E-mail: fcs@fcs.org.uk
Website: http://www.fcs.org.uk

Telephone Preference Service:
DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0070
Website: www.tpsonline.org.uk

Registration No. 26980136
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Richard Renson
Richard Renson
16:54 10 Dec 18
Great, helpful IT Kings and Queens
Andrew Worth
Andrew Worth
12:37 30 Aug 18
fine bunch
Colin Warner
Colin Warner
08:46 06 Dec 17
Excellent managed service provider.
Selom B
Selom B
11:58 10 Dec 16
First Class!! Responsive, knowledgeable, professional and very easy to work with - Ramsac have been a fantastic strategic IT partner for the last few years and I'm sure will continue to be for many years going forward. I would highly recommend them!
Patrick O'Luanaigh
Patrick O'Luanaigh
10:55 01 Jul 16
A truly fantastic IT support company - I can't speak highly enough about them.
Sarah Whitemore
Sarah Whitemore
11:59 20 Jun 16
I have known Dan May and Ramsac for 5 or 6 years now. Dan is such a great guy and really helpful with strategic advice and input on all things IT. He's so approachable and doesn't baffle you with IT jargon. If you are looking to outsource your IT or you have a problem you need help with Dan is definitely the one to ask.
Jonathan Richards
Jonathan Richards
12:14 31 May 16
I've worked with Ramsac for many years and whole heartedly recommend their services. They are always professional, approachable and have the rare skill of making IT understandable. Their can do attitude leaves you feeling that you are in safe hands.
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