Complaints Should you have a complaint then please feel free to raise the matter informally through the contact methods indicated above. We are confident that most, if not all, issues will resolved at this stage. However, if you wish to formalise your complaint then please follow the route detailed below. NOTHING IN THIS PROCEDURE WILL AFFECT YOUR STATUTORY RIGHTS.In the first instance please raise the issue by contacting Virtual Nations directly via one of the contact methods listed above. Please advise us of the following information: 1 Your name, address, email and a contact phone number; 2 Your order number (if the matter relates to an order); 3 Details of your complaint. Please provide as much detail as possible as this will help us to investigate and respond quickly. We will acknowledge your complaint within 5 days. In most cases it will be much quicker than this but please allow 5 days for postal confirmation to be received. This acknowledgment will contain a reference number that you can quote during future communications. While we investigate your complaint we will continue to keep you informed of progress. Your complaint may require that we deal with our suppliers and we undertake to expedite any response from suppliers as a matter or urgency. As a minimum you will receive further communication from us every 5 days until we are able to resolve the matter. As soon as is practicably possible after the complaint has been raised we will provide you with an explanation of our investigations. We will also advise you of how we intend to resolve the complaint. The resolution will include timescales for implementation where this is appropriate. If you believe that this resolution is not satisfactory then you may escalate the matter within the Virtual Nations organisation. You may contact Alistair Ferguson who is General Manager on Alistair@virtualnations.net who will investigate the complaint further and respond with a resolution within 5 days of being contacted. Virtual Nations is also in the process of appointing an independent arbitrator who may provide further assistance if your complaint has not been satisfactorily resolved at this point. Details will be included in this procedure once they have been defined. Any complaint registered with Virtual Nations will be logged in the Company Complaints Book.
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