Complaints procedure

Qualiteam Software Ltd. constantly strives to maintain the highest possible standards in the way it provides services and in the behavior of its employees. However, we recognize that there may be occasions when these standards are not met and we want to know when such lapses occur in order that, if appropriate, we can take steps to prevent them happening again. We therefore ask anyone experiencing dissatisfaction with the products or services of Qualiteam Software Ltd. let us know using the procedure set out below.

Complaint registration

If you are dissatisfied with the product or service, actions or lack of action by the Qualiteam or its staff - you may register a complaint:

To help us thoroughly investigate the circumstances of your complaint, please provide us with as much information as possible including, where applicable,

  • the exact nature of the complaint;
  • the date and time of the incident giving rise to the complaint;
  • the location of the incident;
  • the identities of persons involved, if known;
  • any information which might help us to identify persons involved;
  • an indication of how you would like us resolve your complaint.

We will

  • Whilst being required to notify the person(s) against whom a complaint has been made, we will, as far as possible, respect the confidentiality and privacy of your complaint.
  • Acknowledge receipt of your complaint within 1 working day of its receipt.
  • Commence an investigation of your complaint immediately.
  • Advise you of the investigation's progress and of any action which is proposed in timely manner.

What complaints are covered by this procedure?

You can use this procedure in the case of:

  • Product not delivered
  • Service not provided/partially provided
  • Delay in delivering product
  • Delay in providing service
  • Defective product
  • Product / service not as advertised
  • Product / service not in conformity with expectations
  • Poor service
  • Product not in conformity with order
  • Products not ordered
  • Refusal to honour the guarantee
  • Refusal to provide service
  • Other

Where, in exceptional circumstances, it has not been possible to conclude our investigation within promised time frame, you will be advised accordingly and told when you can expect notification of our findings.

If you are dissatisfied with our reply to your complaint

If you believe that your complaint has not been investigated fairly or that the information you supplied has not been given due consideration, you may ask us to reconsider your complaint. You should make a request for reconsideration by communicating your continued dissatisfaction making reference to the Complaint ID Number allocated to your original complaint.

The complaint and its circumstances will, in this case, be referred to the Director of Production or Director of Quality department as appropriate for reconsideration and determination.