Complaints Procedure

It is MDI Networks’ policy to ensure that any customer complaint is dealt with in a professional and timely matter.

Complaints, whether received in writing, email or by telephone will be acknowledged within 14 days of receipt. In cases where this will not be possible, an acknowledgement will be issued as soon as possible, with an estimated time scale for a full reply.

The complaint will be fully investigated by the Directors of MDI, and a full response will be provided. While the investigation of any complaint is ongoing, regular written/telephone/email updates will be provided at intervals of no more than two months.

MDI Networks will write to the complainant within 7 days of the completion of the investigation outlining the outcome of the investigation and if appropriate, explaining the terms of any offer of settlement.

So to simplify this process:

• Complaint (whether received by telephone call, meeting, letter) is recorded and documented on customer's file within 1 working day.
• Acknowledgement letter issued to complainant within 14 days of receipt of complaint.
• The complaint is investigated with immediate effect. Should there be a delay with the investigation; the person investigating the complaint will update the complainant as to the progress of the investigation at intervals of not more than 2 months.
• When the complaint has been finalised, the complainant will be notified in writing/by telephone of the outcome, within 7 days of the completion of the investigation. If applicable, terms of any offer of settlement will be issued to the complainant.
• Customer (complainant) file is updated and maintained in an orderly fashion.
• Where the complainant is dissatisfied with the outcome of the investigation, the complainant will be advised to contact the Directors further to discuss the matter.
• All correspondence in relation to Customer Complaint will be retained on file for a period of 6 years from the date of last correspondence.