Complaints Policy

At TGIS our primary focus is maintaining absolute customer satisfaction through reasonable pricing, managed services, responsive and high quality personal support and investment in hosting infrastructure.

Sometimes we may fall short of the high standards we and our customers expect from us. If this happens it’s important that we are able to take on customer feedback and concerns and use this to improve our service.

First Step

If you’ve not already been in touch regarding your concern, the first step is via our standard support channels. We are usually able to resolve most issues very quickly as soon as you get in touch. You can get in touch via:

Email: support@tgis.co.uk
Landline: 01344 989160 (9am to 5:30pm)
If you’re an existing, registered customer, you can open a ticket from your TGIS Client Area.

Our average ticket response time is well under an hour and we will ensure that all tickets are replied to within 24hrs. All ticket submissions will receive an automatic Email confirming that the ticket has been received successfully and will contain the assigned ticket reference.

Second Step

If you have already contacted us, and we’ve not been able to resolve your issue to your satisfaction, the next step is to submit a formal complaint. All formal complaints must be made in writing. This is to ensure we’re able to properly address and investigate your concerns and provide a full response.

Complaints can be submitted by Email to complaints@tgis.co.uk or alternatively you may submit your complaint in writing to:

Customer Complaints
Thames Global Internet Services
1 Blomfield Dale
BINFIELD
Berkshire
RG42 1FY

You should ensure you include as much information about the issue as possible. This might include:

Name of the staff member you spoke with on the phone or support tickets
Ticket reference IDs
Date & time when issues occured or when you called
Details about the problem, how it started, what you did and any other relevant details
Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.
What we will do

Usually our Head of Customer Support will review all complaints within 72 hours and provide an initial response while they investigate the issue.

Depending on the type of issue, it may be necessary for the complaint to be passed to a more appropriate Manager, Head of Department or Director. You will be informed of who is handling your complaint and their role in the investigation.

We will then provide a full reply to the complaint within 10 working days.

Third Step

If the response does not meet your satisfaction, you may request that the complaint be escalated to a company Director for review.

One of our directors will then assess your complaint and the steps taken so far by our staff. They will then provide a response within 15 working days of the complaint escalation.

All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We understand that monitoring, and dealing with complaints promptly enables us to identify areas of weakness and we will then work to address these and continue to improve our service.