Complaints Procedure

ATS Connection is committed to providing a high standard of service to all of our customers. However, we recognise that occasionally things may not meet expectations. This procedure explains how customers can raise a complaint and how we will handle it.

1. How to make a complaint

If you are dissatisfied with any aspect of the service you have received, please contact us using one of the following methods:

Email: support@atsconnection.co.uk
Telephone: 01903 255159
In writing: ATS Connection, Old Printing House Square, Tarrant Street, Arundel

Please include as much detail as possible, including:

Your company name and contact details
A description of the issue
Any relevant dates, reference numbers, or supporting information

2. Acknowledgement of complaints

All complaints will be acknowledged within 2 working days of receipt. We will confirm who is handling your complaint and may request further information if required.

3. Investigation and response

We will investigate your complaint fairly and thoroughly. Our aim is to provide a full response within 10 working days. If the investigation is likely to take longer, we will keep you informed of progress and provide an estimated timeframe for resolution.

4. Resolution

Where a complaint is upheld, we will take appropriate steps to resolve the issue and, where possible, prevent it from happening again. This may include corrective action, service adjustments, or other appropriate remedies.

5. Escalation

If you are not satisfied with our response, you may request that your complaint is escalated for further review by senior management. Details of how to request escalation will be provided in our response.

6. Continuous improvement

We take all complaints seriously and use feedback to improve our services, processes, and customer experience.

7. Contact details

For complaints or further information about this procedure, please contact:

ATS Connection
Email: support@atsconnection.co.uk
Telephone: 01903 255159

ATS Connection are the leading IT Solutions provider in the South. Offering Business IT Support, Cyber Security and Telecoms to businesses of all shapes and sizes.