Complaints Process

Complaints Process

What to do if you are unhappy
Most queries can be resolved without the need to raise a complaint. To assist with service issues, we would encourage customers to review our Customer Service Guide. The guide includes timescales for delivery/fix of the relevant services alongside named escalation contacts for all departments.


The customer service guide can be found via the following link:- https://support.jola.co.uk/portal/en/kb/articles/jola-customer-service-guide

How to raise a complaint
If your query cannot be resolved via the above escalation process, a complaint can be raised via email to:- complaints@jola.co.uk

This email address is monitored Monday to Friday (excluding bank holidays), 9am to 5.30pm and you will receive a personal response within 1 working day to acknowledge receipt of your complaint.

As part of the initial acknowledgement, expectation will be set in regards to update frequency and complaint resolution timescales (nb. this is usually 1 x update per 1 working day and resolved within 5 working days depending on the nature of the complaint)

We will do our best to sort things out immediately. If we cannot do this, we will keep you informed about how long we expect to resolve the complaint.
If you prefer, you can write to us explaining why you are unhappy and we will endeavour to respond within 10 working days. Our address is:

Jola Cloud Solutions
Whiteley Mill Office
39 Nottingham Road
Stapleford
NG9 8AS

If your complaint is not resolved or updated within the agreed timescales you may wish to escalate your complaint to our Managing Director (Andrew Dickinson) - andrew.dickinson@jola.co.uk
We carefully monitor complaints, and these are reviewed at board level within the business to ensure we continue to improve the service to our customers.

Independent dispute resolution
If you are still unhappy 8 weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.
 
We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us. Their contact details are:

Post: Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Website: https://www.ombudsman-services.org/

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