Digital Attitude

Complaints Procedure

At Digital Attitude we take service quality and customer satisfaction seriously. This page explains how to raise a concern and how we will handle it.

Stage 1 — Informal Discussion

Most concerns can be resolved promptly through an informal discussion with your usual point of contact. Please raise the issue as soon as possible with your account manager, their line manager, or a member of Senior Management.

  1. If you are unhappy speaking with your usual contact, you may request an appointment with a senior member of staff to discuss the matter.
  2. All staff will make every effort to resolve issues promptly at this informal stage.
  3. Complaints reported to other staff members will be referred to the appropriate contact for action.

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Stage 2 — Formal Complaint

If you are dissatisfied with the Stage 1 response you may submit a formal complaint in writing to Senior Management. Please include full details and any supporting information.

  1. The Senior Manager will investigate and respond in writing. We aim to reply within 7 working days; if more time is required we will inform you.
  2. If your complaint concerns the Senior Manager, please address your complaint to the Chief Executive, who will progress the matter under Stage 3.

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Stage 3 — Review by the Company Board

If you remain dissatisfied after Stage 2, or if the complaint concerns a Senior Manager, you may refer the matter to the Digital Attitude Board for final review.

  1. Write to (or email) the Board setting out the full details of your complaint. A relevant Board member will convene to review the evidence and decide on any required action.
  2. Where possible, a review meeting will be arranged within 14 working days of receipt. You may be invited to attend and may be accompanied by a colleague or representative.
  3. The Board will confirm its decision in writing, normally within 7 working days of the meeting. For the majority of complaints the Board's decision is final.
  4. If your complaint relates to certification activities and you remain unsatisfied, you may seek advice from the relevant governing body (for example, IASME/ NCSC).

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Contact Details

Email: Info@DigitalAttitude.co.uk

Postal address: Digital Attitude Ltd. Registered in England & Wales Registration No. 12943939

If you need assistance to make a complaint (for example, translation or communication support), please contact us and we will make reasonable adjustments to help.