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"The thing I like most is their ability to adapt. Our fleet has undergone many changes throughout the last couple of years and Nationwide Network Services have been flexible enough to cope. If I have a problem I only have to pick up the phone and I know that someone there will deal with it."
Ann Taylor, Accident & Insurance Controller - Compass Group UK |
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Complaints Handling
Network Services (Nationwide) Ltd adopts the following Complaints Handling Procedure for a complainant using a service regulated under the Compensation Act.
· A complainant may lodge a complaint by letter, telephone, e-mail or in person. The complainant should lodge the said complaint to Customer Liaison Department , Network Services (Nationwide) Ltd, Suite A, Stag House, Old London Road, Hertford, Herts, SG13 7LA, Tel No. 01992 513269, Fax 01992 513225, CustomerLiaison@ncrc.co.uk.
· Following receipt of the complaint, Customer Liaison Department will send a written or electronic acknowledgment of the complaint within five business days, giving the name, job title of the individual handling the complaint together with details of the business’s complaint handling procedures. Investigation of the complaint will commence.
· Network Services (Nationwide) Ltd will within four weeks of receiving a complaint send the complainant:
a) a final response; or
b) a holding response explaining why it is not yet possible to resolve the complaint with an indication as to when further contact will be made.
· Network Services (Nationwide) Ltd by the end of eight weeks after receipt of the complaint send the complainant:
a) a final response; or
b) a response which:
1 - explains why Network Services (Nationwide) Ltd is still not in a position to make a final response, giving reasons for the same and advise when a final response can be expected
2 - the complainant may at this stage refer the handling of the complaint to the Claims Management Regulator if he is dissatisfied with the delay, contact details being provided upon request”
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| ©2010 Network Services (Nationwide) Ltd |
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