Complaints procedure

Why is the complaints procedure part of the "question" system?

Help Assistant > Customer Services > Making a complaint
"You currently have 4 open questions
You can only have a maximum of 4 open questions at any one time. "

Why should you be excluded from making a complaint if you ask "too many" questions?

Edited by hk11 (Fri 21-Jun-13 02:28:33)

Why should you be excluded from making a complaint if you ask "too many" questions?

Overload?

You are not excluded from making a complaint - you are just forced to do it by snail mail. See http://www.plus.net/support/service/policies/complai...

I've just addressed this in your other thread here: http://forums.thinkbroadband.com/plusnet/t/4246944-r...

Hope that helps.

I have to agree with the OP. The ability to lodge a complaint should be entirely independent of any existing disputes/ queries/ questions/ tickets that he already has with the firm. He should not be prevented from making a complaint in the same manner as anybody else. Perhaps you should accept complaints via email if your online system can become constipated in this way, rather than insisting on delaying tactics via snail mail.

Understood, though the ticket limit applies only to customer raised tickets - it's very rare indeed we have four customer raised tickets open on the account at any given time (internally raised tickets don't count towards this limit).

As I've said in the post linked to above, the OP can close one of his existing tickets in order to raise a new complaint as the issue these tickets address has now been resolved.

Thanks Matt; will take a look.

In reply to a post by jelv:

You are not excluded from making a complaint

Yes, thanks.

A bad choice of words by me there, I think.

I wonder how many complaints are received via snail mail these days? Perhaps a FOI request is in order?

LOL.

FoI only applies to government organisations and not to private business. A commonly held misconception - private companies don't have to tell you much (you can use DPA to get personal data or companies house for financial data but I don't think there is a lot else you can force a company to do).