Complaints Policy
Purpose
WFS Atlas Ltd is committed to delivering professional software, consultancy and operational governance services.
This policy explains how complaints can be raised and how they will be handled.
Our Commitment
We aim to:
- Listen fairly
- Investigate objectively
- Respond professionally
- Resolve issues promptly
- Learn from customer feedback
What Is A Complaint?
A complaint is an expression of dissatisfaction relating to:
- Atlas software
- Atlas services
- Customer support
- Consultancy services
- Billing issues
- Service delivery
- Communication
How To Submit A Complaint
Complaints should be submitted to:
Where possible, please include:
- Organisation name
- Contact details
- Description of the issue
- Relevant dates
- Relevant reference numbers
Complaint Handling Process
Stage 1 — Acknowledgement
Atlas will acknowledge receipt of the complaint.
Target:
Within 5 business days.
Stage 2 — Investigation
Atlas will investigate:
- The circumstances
- Relevant records
- Available evidence
- Potential resolution options
Stage 3 — Response
Atlas will provide:
- Findings
- Proposed actions
- Resolution details where applicable
Target:
Within 20 business days where reasonably possible.
Stage 4 — Escalation
Where a complaint remains unresolved, Atlas may conduct a further review.
Additional information may be requested.
Records
Atlas will maintain records of:
- Complaints received
- Investigations conducted
- Outcomes
- Corrective actions
where appropriate.
Continuous Improvement
Complaints may be used to improve:
- Atlas software
- Operational processes
- Documentation
- Customer experience
- Service delivery
Atlas Position
Atlas is committed to professional, transparent and constructive engagement with customers.
Complaints are treated as an opportunity to improve products, services and operational outcomes.
Contact
WFS Atlas Ltd
atlas-engine.co.uk