KCS Customer Complaints Procedure

Introduction
At KCS, we strive to ensure our products and services are market leading, but we know that sometimes things go wrong. We take complaints very seriously and, if you’re not completely satisfied with the service you have received, a formal complaints procedure has been developed to ensure we address the problem as quickly and efficiently as possible. Complaints give us an opportunity to put things right and help us improve our service to all our customers.

Methods of contact
Should you wish to make a complaint, please contact us using one of the methods below:

• By Email: customerexperience@kcs.co.uk


• By Phone: 0808 2819440


• By Post:
  Customer Service Team
  KCS
  Unit 1
  New Hythe Lane
  Aylesford
  Kent
  ME20 7FE


• Website:
  

Talking to us
In the event you are not entirely satisfied with the service you have received our customer service advisors are available from 8.30am to 5pm Monday to Friday and are trained to deal with complaints. The member of staff will try, where possible, to resolve your complaint immediately.

However should you feel your complaint remains unresolved, they will then escalate it to our second line Supervisor, who will personally review the matter and consult the appropriate subject matter experts if required.

Our Complaint Handling Process
The KCS complaint handling process is simple and easy to use.

If you make a complaint to the customer services team:

• Our staff will log this within our customer relationship management system, and provide you with their full name.
• After assessing the complaint for its complexity and completing some initial investigation, we will direct this to any appropriate subject matter expert for additional investigation.
• We strive to provide a response to your complaint within three working days and will contact you, unless otherwise requested, via email.
• If you are unhappy with our resolution, your complaint will be reviewed by one of our Supervisors, who will respond as soon as possible, either supporting our original response, or explaining our reasons for a new decision.

Our Target Response Times
As detailed above, once your complaint has been logged within our customer relationship management system, we aim to provide you with a satisfactory response within three working days. If a full resolution cannot be provided within three working days, KCS customer services will contact you to advise an estimated time frame for completion.