SAQ's goal is to provide a good quality service for a fair price. Our success in achieving this goal is reflected in the very low rates of churn amongst our clients (i.e. companies and individuals tend to stay with us). However, we recognise that from time to time, some of our customers experience problems.

Step 1

When such a problem arises, we ask that you call us on 0870 737 7707 to speak to a member of staff. If necessary, we will direct you to a relevant department (i.e. to the accounts department for an accounts issue). An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.

Step 2

In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's Manager, who will contact you within four hours and undertake further investigation. The Manager will then report back to you within 48 hours.

Step 3

Customers not satisfied with the resolution or explanation provided can make a further written complaint to the Managing Director who will respond in writing within 14 days of receipt.

Step 4

Should the complaint take longer than 3 months to resolve via SAQ's internal complaints procedure or we write to you to tell you that the dispute should be handled by an independent Dispute Resolution Service, you may make a complaint through CISAS (an alternative Disputes Resolution Service).

Contact Details for CISAS are:

CISAS
24 Angel Gate
City Road
London EC1V 2PT.

Phone: 0207 520 3814
Fax: 0207 520 3829
Web : www.cisas.org.uk
E-mail: info@cisas.org.uk