COMPLAINT POLICY
Computacenter
Version 6.9

Table of Contents
Summary ................................................................................................................................................................ 3
Background ..................................................................................................................................................... 3
Definition of a complaint .................................................................................................................................. 3
How to raise a complaint ................................................................................................................................. 3
Objectives ....................................................................................................................................................... 3
Scope....................................................................................................................................................... 3

Document Control Section .............................................................................................................................. 5
Document Revision History ............................................................................................................................. 5©Computacenter (UK) Ltd2024

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Summary
Background
Computacenter recognises that, on occasion we may fail to meet our Customers’ expectations. We arean organisation committed to service excellence and therefore we welcome complaints and feedback asvaluable opportunities to help drive improvements to our service.
This document outlines in broad terms our core aims and intended approach for the management ofcomplaints.

Definition of a complaint“An expression of dissatisfaction whether justified or not resulting from a failure to meet our Customers’
expectations and where a response or resolution is explicitly or implicitly expected.”

How to raise a complaint
Methods available to raise a complaint or provide feedback are:
Email:

Tell.Us@computacenter.com

Telephone:

Switchboard +44(0)1707 631 000

Objectives
Our aims are to:✓ Ensure complaints are processed in a consistent way.
✓ Ensure complaints are dealt within an acceptable time frame.
✓ Ensure that complaints and subsequent actions are clearly communicated to both customers andemployees.

✓ Continually improve the service we provide.
✓ Ensure the process is monitored by the Central Team to make sure that employees adhere to theprocess.

✓ Reduce the number of complaints by pro-actively learning, changing, improving, re-designing andcreating new initiatives as a result of our customers' input.

Scope
Minimum service standards in the handling of complaints have been developed to ensure customers receive thesame standard of service regardless of the service area to which they make a complaint.
The following represents our minimum complaint standard:•The complaint will be logged on to the feedback management system.

•A member of the Central Team will acknowledge your complaint.

•

The assigned Single Point of Contact (SPOC) for the relevant business area will
acknowledge the complaint, make initial contact with you and investigate your complaint.

•The complaint will be dealt with in a timely manner and resolved. Priority levels are assignedto each complaint based on the answers you give to the impact analysis questions.

•

The complainant will always be kept updated with the progression of the complaint.

•The complainant will be advised of the investigation and corrective actions upon completionof the investigation.

•A member of the Central Team will confirm closure of the complaint with the complainantprior to closing the case.

©Computacenter (UK) Ltd

2024

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Computacenter has procedures supporting this policy, enabling employees to understand their role within theprocess.
We also have procedures that ensure that we learn from all complaints received, enabling us to analyse trends
and performance.
This policy is intended to represent a practical means by which Computacenter can demonstrate its determination
to manage the complaints’ process effectively for the benefit of our customers.

Certificate no: FS 14666

The Voice of the Customer programme and feedback management system and associated processes are aligned
to Computacenter’s ISO certifications.

©Computacenter (UK) Ltd

2024

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Computacenter (UK) Ltd
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW, United Kingdom

computacenter.com+44 (0)1707 631000

Document Control Section
Document OwnerCustomer Insight Team

Published on

06/01/2023

Classification

Unrestricted

Review Cycle

1 YearNext Revision byFebruary 2025

Document Revision History
VersionDateAuthor

Description of modifications

6.806/01/2023

Rebecca
Manners

Document classification updated and review date updated

6.9

07/02/2024

Ed Kwok

Annual review, no changes required©Computacenter (UK) Ltd2024

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