Though we, at Pracctice, make every effort to ensure you have a smooth and successful implementation, we do appreciate and acknowledge that from time-to-time things do not progress quite as you may have expected.
We encourage that any such instances are reported to our Operations Director, Chelsea Campbell, so that in addition to finding a solution as quickly as possible, she can review our procedures and protocols and to make improvements possible.
Our escalation and customer complaints procedure can be found below.
To track your query effectively, we log all customer enquiries on our customer relationship management application. This way, regardless of what has triggered your initial concern, we will be able to record and centrally manage the matter.
The matter will then initially be addressed by either our support or administration team, depending on the nature of your query. If after the representative from our support or administration team has attempted to resolve the matter, you feel that you must escalate the call further, please advise us of this.
An escalated matter will then be passed to our Operations Director to review. The Operations Director will give feedback on their conclusion to the member of support or administration team that initially delt with the matter, who in turn will relay this to you.
If you feel that escalating the call alone is not sufficient, or the response you received was insufficient to meet your needs, and instead you feel you must make a complaint then you are free to make your complaint in writing to us. Our address is Suite 1, Falstaff House, Enigma Commercial Centre, Enigma Business Park, Malvern, Worcestershire, WR14 1JJ.
Please address your letter to Nick Orme, Chief Executive Officer. Alternatively, you can contact Nick directly on 03300 604 940 and report your concerns. Nick may request that the information is also put into writing so that we have a copy for our records.
We shall then investigate your compliant. This process can take approximately ten working days, though every effort will be made to expedite this if possible.
Upon conclusion of our investigations, Nick Orme will then contact you to go through his findings. It is hoped that at this stage we are then able to find an amicable solution.
If you wish to pursue the complaint further, we shall arrange for a conference call to be held within 30 days of the original complaint having been made whenever possible.
This conference call should involve senior executives from both parties who shall have the authority to settle the dispute. Prior to the conference call, Pracctice Limited shall organise a copy of all documentation relating to the matter that has been used in their initial investigations. A copy of this will be sent to you via email.
If at that juncture you are still unhappy with the solutions presented by Pracctice Limited, and feel you must have your concerns independently considered, then you should serve notice to enter into a binding arbitration. As per the contract, both parties agree without reservation that the dispute will be resolved by Arbitration under the Rules of the extant Arbitration scheme, such arbitration scheme being recognised by CEDR.
CEDR act as an administrating body and Appointing Authority under The UNICITRAL Arbitration Rules (Article 5-8).
In brief the scheme is a confidential process in which an independent third-party is appointed to decide the outcome of the dispute.
We have every confidence that you will enjoy the experience of liaising with our support and administrative staff, but in any case, we would always seek your assistance in our achieving a better understanding of how we can improve any of the services that we provide.
