“Appeal” |
means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One; |
“Appeal Handler” |
means an employee of Cloudsupportguys.com working at Office Manager who will handle Level Two (Medium Risk) Complaints; |
“Business Day” |
means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in UK; |
“Complaint” |
means a complaint about services sold by Cloudsupportguys.com, about our customer service, or about our employees agents subcontractors; |
[“Complaints Form”] |
means our standard complaints form, available from on request; |
“Complaint Handler” |
means an employee of M4siz Limited working at Director who will handle Level One (High Risk) Complaints; |
“Complaints Policy” |
means this document; |
“Complaints Procedure” |
means the internal complaints handling procedure of Cloudsupportguys.com which is followed when handling a Complaint and is available from on request for your reference; |
“Complaint Reference” |
means a unique code assigned to your Complaint that will be used to track your Complaint; |
“External Resolution” |
means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two; |
“Level One” |
means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and |
“Level Two” |
means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler. |