Complaints Process

Turtlestack wants to have delighted and engaged clients. All complaints will be taken seriously and this procedure exists to guide all parties to an acceptable outcome. Where possible the investigation should be handled by a Turtlestack Director.

The complaint procedure is derived from Rapoport's Rules

For Customers

If you are unhappy with Turtlestack - please tell us. We value your custom and want to resolve any issues quickly. You can write a letter or use the dedicated email address complaints@turtlestack.net We aim to provide a response within five working days.

Discovery

Our objective is to demonstrate to the client that we have captured exactly the nature of their complaint. This can be achieved following the clients preferred approach (i.e. conversation which Turtlestack summarise) or through a formal letter from the client. All information is collated by Turtlestack into a discovery document.

The discovery document needs these elements :

• A summary of Who, What, Where and When.
• Itemised list of information all parties can agree on
• Itemised list any points of dispute or contention

The discovery document does not aim to resolve the complaint but rather to capture an agreed description of the issue at hand.

Resolution

Complaints should be brought to conclusion as quickly as possible - we will aim for within 5 days of any complaint.

Turtlestack will publish a conclusion statement to all vested parties.

The conclusion statement should state:

• Actions to be taken as a result of the complaint
• Deliverable dates for all actions
• Summarise the lessons learned
• Highlight changes to company procedures to prevent any similar matter arising again

Escalation

In the event that the complaint cannot be resolved a third party dispute abitrator will be sought.