Overview
Atal CYF is dedicated to providing excellent customer service and maintaining a healthy customer relationships at all levels of our staff. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary
We want to resolve your complaints as soon as possible. Please call our customer service and we’ll do our best to fix any problems you may be having, as soon as possible.
Our Responsibilities
- To provide an efficient, fair, and structured mechanism for handling complaints.
- To keep customers informed as to the progress of their complaint and the expected time frame for resolution.
- Quarterly to review our complaints so that we can improve our standard of customer service.
Handling Your Complaint
- Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 1 business day.
- We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
- Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5 working days.
- Complex complaints may take longer than 5 working days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
- We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
Step 1
If you have a complaint regarding any aspect of your account or dealings with Atal, we urge you to telephone our Customer Service in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
Step 2
Complaints made to the company are overseen by our customer service staff. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 5 working days.
If you are not satisfied with the response tendered to you, you may ask for the complaint to be escalated.
Step 3
When your complaint is resolved, we will confirm this with you in writing either by email or by post.