Better-IT Ltd believes that all stakeholders should feel that their concerns or complaints can be voiced and will be considered seriously.

Better-IT requires that all concerns and complaints are to be dealt with as soon as possible. Usually, the best way to achieve this is through informal discussion but formal procedures are provided if this fails to resolve the issue.

Record Keeping

All documentation regarding complaints (including notes of any related meetings and telephone calls), the action taken, and the outcome will be recorded.
Records on complaints will be kept for 7 years from closure of complaint (including any appeal).
There shall be clear communication in writing throughout the handling of the complaint and a copy of all written communication should be retained.

Monitoring and Evaluating the Policy

The Better-IT Senior Management Team will monitor complaints and review the outcomes and ensure that any underlying issues identified by complaints are addressed.

Senior Management will also monitor the operation of the procedures to ensure their effectiveness and will make changes where necessary.

The Complaints Procedure

Stage 1 – Informal discussions with members of the Company’s staff

Most concerns and potential complaints can best be resolved through informal discussion with the relevant member of staff. Therefore, any complaint or concern should be raised promptly with Paul Fletcher, IT Operations Manager.
If you are unhappy about speaking to Paul Fletcher you may make an appointment to discuss the complaint or concern with Michael McHugo, Managing Director.
All staff will make every effort to resolve your problem promptly at this informal stage.
Complaints made to anyone other than the Senior Management Team – for instance to an Account Manager – will be referred to the appropriate member of staff as above.

Stage 2 – Formal complaint to the Senior Management

If you are dissatisfied with the response at stage 1 then you may make a formal complaint. To do so, you must write to the Senior Management responsible and set out the details of the complaint. You can do so by letter or email (see contact details below).
The Senior Manager will investigate the complaint and respond in writing. This will normally be within 5 working days of your letter or email being received, but you will be informed if more time is needed to complete the investigation.
If your original complaint or concern was about an action by the Senior Manager then you should put your complaint in writing to the Managing Director using the procedure in stage 3, below.

Stage 3 – Formal complaint to Better-IT Managing Director

If you are not satisfied with the Senior Manager’s response, or if your complaint is about the Senior Manager, you may refer the matter to Michael McHugo, Managing Director. To do so you should write to [email protected] setting out the full details. Michael McHugo will meet to hear the evidence and decide on any action required. This will normally be arranged within 5 working days of your complaint being received, depending on the availability of all concerned. You will be invited to speak, if you so wish and you may be accompanied by a colleague or representative. After the meeting you will be advised of the outcome in writing. This will normally be within 5 working days of the meeting.
For most complaints the decision of the Managing Director is final.
The procedures above should be able to deal with most problems relating to any complaint. If you are not happy with the responses provided by Better-IT we are always open to improving and welcome you to discuss ways you could improve our complaints procedure.

Contact

The Senior Management and the Managing Director can be contacted through the Company.

Better-IT Ltd
Unit 7
Brook Park Offices
Gaddesby Lane
Rearsby
LE7 4ZB

Or email [email protected]

Managing Director
Better IT Limited

Lyndsay Poore

Michael was really helpful and explained the options really clearly. He gave me lots of helpful suggestions to move us forward. Recommend

Louise Adams

Dan and the team at Better IT have been great. We recently transitioned across and they have worked hard to ensure all of our devices are secure and work well. Dan has been instrumental in this process and has helped to walk me through a number of "techy" things with patience and support. When answering queries the team are supportive and quick ensuring we can get online with minimal disruption.

Charlie Booth

Better IT have been absolutely fantastic for our business. They’ve helped us future-proof everything – from improving our systems and storage to enhancing our security and completely upgrading our phone setup. It’s made a huge difference and really brought us into the 21st century. The whole team is incredibly helpful, friendly, and always go above and beyond to get things sorted quickly and efficiently. Can’t recommend them enough!

Our company swapped to Better-IT early this year and wow, what a change from our last provider! They are very switched on, responsive, friendly and can never do enough to help. Paul recently went out of his way to help us update some policies. His knowledge and the templates provided were invaluable and saved us so much time. Our employees are now confident once again that when they need IT support, they will be able to speak with a team who have time for them and can quickly resolve any issues.

Stacey Watkinson

Fantastic, quick and friendly IT support! Thank you

UK Mosca

When our onsite IT resource unexpectedly took leave, Better IT quickly agreed to a weekly onsite presence. Alex's visits have helped to ensure our IT operations continue smoothly. Their professionalism, expertise, and commitment to outstanding service are not just better, but the best!

Peter Woodthorpe

We have used Better-IT for many years. Always responsive, knowledgeable and friendly. Highly recommended.

QualityChimp

Better-IT were able to quickly source some WiFi access points and host them. Although they weren't supporting them, Dan took the time to record a video on how to configure them which gave me a better understanding of how they talk to our firewall and get them working. Excellent service.