Complaints Procedure

Last updated: January 2025

Our Commitment: Enterprise Outbound is committed to providing excellent service and addressing any concerns promptly and professionally. We take all complaints seriously and aim to resolve them to your satisfaction.

This complaints procedure outlines how to raise concerns about our services and how we will handle them. Enterprise Outbound, a trading name of Tower Clicks Limited, is dedicated to maintaining high standards of customer service.

1. What Constitutes a Complaint

A complaint is any expression of dissatisfaction about our services, including but not limited to:

Quality of consultation services
Communication issues
Billing or payment problems
Delays in service delivery
Staff behavior or professionalism
Website functionality
Refund processing

2. How to Submit a Complaint

You can submit a complaint through any of the following channels:

Email: support@enterpriseoutbound.com
Online Form: Through our website contact form
Post: To our registered address

3. Information to Include

To help us resolve your complaint quickly, please include:

Your name and contact information
Date of the incident or service
Detailed description of the issue
Any relevant order numbers or reference codes
What you would like us to do to resolve the issue
Any supporting documentation

4. Our Complaints Process

Step 1: Acknowledgment (24 hours)

We will acknowledge receipt of your complaint within 24 hours and provide you with a reference number for tracking.

Step 2: Investigation (3-5 business days)

We will investigate your complaint thoroughly, reviewing all relevant information and speaking with involved parties.

Step 3: Response (5-7 business days)

We will provide a detailed response explaining our findings and proposed resolution.

Step 4: Resolution (As needed)

If you're satisfied with our response, we will implement the agreed resolution. If not, we will escalate to management.

5. Escalation Process

If you're not satisfied with our initial response, your complaint will be escalated:

Level 1: Customer Service Team (initial response)
Level 2: Senior Management (escalation)
Level 3: Director Level (final internal review)

6. Resolution Options

Depending on the nature of your complaint, we may offer:

Apology and explanation
Service credit or discount
Refund or partial refund
Replacement service
Process improvements
Compensation where appropriate

7. Response Times

We commit to the following response times:

Acknowledgment: Within 24 hours
Initial Response: Within 5-7 business days
Escalation Response: Within 3-5 business days
Final Resolution: Within 14 business days

8. External Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you may:

Contact relevant consumer protection agencies
Seek mediation services
Take legal action if necessary

9. Anonymous Complaints

While we prefer to have your contact information to provide updates, we will investigate anonymous complaints. However, we may not be able to provide detailed feedback without contact details.

10. Confidentiality

All complaints are treated confidentially. Information is only shared with staff directly involved in resolving the issue, unless required by law.

11. Learning and Improvement

We use complaints as opportunities to improve our services:

Regular review of complaint patterns
Staff training based on feedback
Process improvements
Service enhancements

12. Contact Information

Complaints Department

Enterprise Outbound (Tower Clicks Limited)

167-169 Great Portland Street, 5th Floor
London, United Kingdom, W1W 5PF

Email: support@enterpriseoutbound.com

Response Time: Within 24 hours

13. Alternative Dispute Resolution

If you remain dissatisfied after exhausting our internal complaints procedure, you may contact:

Citizens Advice: For consumer rights advice
Small Claims Court: For claims under £10,000
Alternative Dispute Resolution Services: For mediation

We value your feedback and are committed to resolving any issues promptly and professionally.