At Bottomline Technologies, we believe that customer satisfaction is the key to our success. We want you to be entirely satisfied with the products and service you receive from us.
However, we do recognise that occasionally problems arise and we may fall short of your expectations or the service levels to which we aspire. If that happens, we want the opportunity to put things right as quickly as we can and to take any appropriate steps to prevent a recurrence.
We welcome your comments - not only do they help us improve our individual service to you, but they also assist the enhancement of our products and service in general, making it easier for all our customers to achieve their goals.
How we will handle your complaint
If you have a complaint about any aspect of our service you can contact us in person, in writing, by e-mail or by telephone.
Initially, please address your complaint to the person dealing with your order, project, support case or accounts query. If this member of staff cannot deal with the complaint to your satisfaction, they will refer it to their line manager.
All complaints referred to this level will be acknowledged promptly – by telephone wherever possible. At this stage we will establish clearly the nature of your complaint and identify with you what we can do to resolve the issue.
This acknowledgement will be followed by written confirmation containing:
- a complaint reference number
- details of who will handle your complaint and how you can contact them. (To ensure that the most appropriate person reviews your complaint, this may not be the person to whom you complained initially)
- The actions we are proposing
- A time scale for further response or resolution
We aim to resolve most complaints within five working days of receipt. However if your complaint is particularly complex in nature, or there is reason for further delay, we will always keep you informed of the progress we are making as our investigations continue and will let you know when we expect resolution. You should be aware at all times who owns the response to your issue and the time scale for response.
When we have resolved your complaint we will speak with you to ensure that you are happy. We will then confirm in writing the actions taken and that we are closing the complaint.
We hope this process will bring all issues to a mutually agreeable conclusion but if, for whatever reason, you are not satisfied with our response you should contact the Complaints Manager (see below) at our European Head Office who will agree with you an appropriate way forward.
Complaints Manager
Candace Pridgeon
Tel: 0870 081 8250
Fax: 0870 081 8280
Email: complaints@bottomline.co.uk
