Customer Satisfaction Survey Feedback

We take your feedback very seriously at the UK European Consumer Centre.  We regularly review the survey submissions and any negative feedback is dealt with swiftly.  If this relates to something that we are doing wrong we will act upon this in a timely manner.  If it is something that we cannot influence then we will work towards changing our procedures over time.  See below for some actions made due to your feedback. 

Quicker response times

You said

"10 working days seems too long to wait for a response"

We did

We continue to handle a large workload of consumer enquiries and complaints however with the addition of new staff and revisiting our processes we have now reduced our response time to a maximum 8 working days from when you send the communication.

You said 

The response rate has improved since your initial response but it took a while to get the first contact from you

We did  

To improve the first response times we have worked very hard on prioritising the workload better.  This has in turn reduced the first response times considerably. 

Extra services

You said

"Why are you are not able to deal with my enquiry/complaint" 

We did

We have updated our process in reviewing your enquiries /complaints when they are first received by us. As we also provide other advice services at the contact centre the transition between the service we use to help you should be seamless and go un noticed.

Complaints procedure

You said

"Why do I have to wait 2 days for my complaint to be escalated to a manager?"

We did

We understood that it can be frustrating waiting for a call back about your complaint.  You can now expect that your complaint will be dealt with straight away, as long as a manager is available.  If a manager is not available to take the call then you will be told when they will contact you, usually within 24 hours.

Phone message repeating

You said 

"Your phone hold message repeats too often and is annoying"  

We did

We understood your concerns and appreciated that the message was annoying when you have been holding longer than we anticipated.  The hold message will now only repeat once before you hear a ring.