Feedback and complaints policy

Policy statement
TiG Data Intelligence is wholly committed to providing customers with a high-quality service, and will, at all times, endeavour to meet your needs. Therefore, if there is a problem, we need you to tell us. We hope that we can address any issue that arises before it evolves into a reason for complaint.

We value your feedback, both positive and negative, and we take complaints very seriously. You may be assured that all problems and complaints will be dealt with courteously and promptly, so that the matter is resolved as quickly as possible. We intend to respond to your concerns in a professional and efficient manner, and would ask that your dealings with TiG staff also reflect this approach.

How to make a complaint
If you are a TiG customer and you are dissatisfied with the service you have received, or are unhappy with how you have been treated by a member of TiG staff, please contact us as soon as the matter arises. Concerns can often be resolved easily by speaking to us.

To enable a speedy resolution, when contacting TiG, please either email, write or ask to speak to the person dealing directly with your account. Please explain, in as much detail as possible, the nature of your concerns.

The individual dealing with your enquiry will endeavour to rectify the situation immediately, or, if unable to, can advise you of the name of the person to whom it would be most appropriate to speak. In all cases, we will endeavour to resolve your complaint at this stage directly with the appropriate manager or team.

Unresolved problems
If your problem is not resolved, or you are unhappy with the response you have received, you may ask to speak to that individual’s line manager. At your request, the person dealing with your enquiry will ensure that the correct name and contact details are provided to you, and will ask the line manager to contact you as soon as possible.

The line manager will try to resolve your problem immediately, but if the situation is more serious, and an immediate response cannot be given, they will confirm that they are investigating the matter and will report back to you, normally within seven working days.