CUSTOMER COMPLAINTS CODE

At Anvil Mobile we are committed to providing you with practical and high standard customer service and we want to ensure that we continuously listen to our customers, to understand any concerns and respond appropriately. We accept that things can go wrong on occasion, but we see these instances as an opportunity for us to set things right and demonstrate our commitment to providing an excellent service.

HOW TO RAISE A COMPLAINT

In the first instance you should contact us.

If you phone us, please explain the reason for your call and you will be connected to the most appropriate person to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information available when you call, or include the information within your email:

  • Your Anvil Account Number
  • A contact telephone number, so we can call you during working hours
  • As much detail as you can provide about the issue to help us understand more about the issue
  • What you feel we can do to fairly resolve the matter
  • We will aim to resolve your issue as quickly as possible bearing in mind we may have to carry out some investigation first
  • All complaints or notifications of dissatisfaction are recorded in accordance with our ISO procedures.

If you remain unhappy with the resolution being offered, then you can request that the matter is escalated. A member of the Operations Team will review the situation and make contact with you within 2 working days to discuss if anything further can be done to resolve your complaint.
On those occasions where this member of the Operations Team is unable to resolve things to your satisfaction, the matter will be escalated further to a Director who will undertake a full review of the circumstances that resulted in your complaint.

We aim to resolve all complaints received by one of the Directors within 15 working days. Should we be unable to provide a suitable resolution for you at this stage – or when 8 weeks has passed since your initial complaint – then, we will provide you with a letter or email of ‘deadlock’ outlining our final position. Subject to eligibility of your business (10 or fewer employees, sub-contractors or volunteers), we will provide details of an independent Alternative Dispute Resolution scheme.