Code of practice
Code Of Practice
Our aim is to provide an extremely high-level of customer service and support. However sometimes problems can occur
and this document outlines what we will do to put things right as quickly as possible.
Step 1
Please make sure you have followed the guidance on our support page with that failing to work please raise a ticket in
which will then be sent through to our technical team this can take 24 -72 working hours to be actioned.
Failing this please email, write or contact our customer service team who will take the details of your complaint and try and
assist. If they cannot action this they will pass it through to our customer support manager.
Our Address is National AV LTD - Unit 9 New Luckhurst Farm, Smarden, Kent, TN27 8QT
Step 2
The customer support manager will work with the representative who took the call to try and understand where we have
failed and work out a resolution in which we will the advise the customer what we can do to rectify this.
Step 3
If you are still not happy with this outcome it will then be passed to the Directors to overlook the whole complaint and
therefore provide a response within 7-10 working days.
Alternative Dispute Resolution
If 8 weeks have passed and you are not satisfied with the progress of your complaint you are welcome to contact the
ombudsman (at the address below) to try and find a way of assisting you but rest assured we will always look to gain a
mutual resolution first.
Ombudsman Services
The Brew House
Wilderspool Park
Greenall's Avenue
Warrington WA4 6HL
phone: 0330 440 1614
fax: 0330 440 1615
textphone: 0330 440 1600
web: www.ombudsman-services.org