Feedback and Complaints

At ITP we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We accept that things can go wrong on occasion and we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

How to raise a complaint

In the first instance you should contact the Customer Services team that manages your account:

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

Tel: 0203971 5757
Email: Support@it-partnership.com
By post:
Feedback Team
IT Partnership

4 Upper Mulgrave Road

Cheam

SM2 7AZ

The representative you speak to will be happy 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 ready when you call:

  • Your ITP Account Number/ Ticket or Service name
  • 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

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

If you remain unhappy with the resolution being offered by the ITP representative, then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 72 hours to discuss if anything further can be done to resolve your complaint.

We aim to respond to all complaints received by the Management Team within 3 working days, and resolve within 30 days Should we be unable to provide a suitable resolution for you at this stage – or if 8 weeks has passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter or email outlining our final position.

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us via our varios service providers.