Complaints Policy
We're committed to putting things right
At Data Recovery Specialists, we pride ourselves on delivering the highest standards of customer service and technical expertise. However, we recognise that there may be occasions where our service does not meet your expectations. If this happens, we want to hear from you so that we can investigate your concerns thoroughly and work towards a fair resolution.
How to make a complaint
To ensure your complaint is handled as efficiently as possible, all formal complaints must be submitted in writing by email. This provides a clear record of all correspondence and helps us investigate your concerns accurately.
Please send your complaint to sales@datarecoveryspecialists.co.uk.
What happens next?
Once we receive your complaint, we will acknowledge it by email. If you do not receive an acknowledgement within 72 hours, please contact us as your email may not have been received successfully.
Every complaint is reviewed by the appropriate member of our management team. Where necessary, we will investigate your case by reviewing documentation, technical reports and correspondence before providing a written response.
Response times
We aim to resolve all complaints as quickly as possible. Most complaints are investigated and responded to within 5 to 21 working days, although more complex technical cases may occasionally require additional time. If this is the case, we will keep you informed of our progress throughout the investigation.
Keeping a written record
To ensure clarity and accuracy, all formal complaints are handled in writing. This creates a complete record of the information provided by both parties and helps avoid misunderstandings during the investigation process. For this reason, we are unable to investigate formal complaints over the telephone once the complaints procedure has begun.
Need assistance?
If you require help submitting your complaint or have questions about our complaints procedure, our Customer Service team will be happy to assist you before your complaint is submitted. Once your complaint has been received, all further correspondence will be conducted in writing until the matter has been concluded.
Our aim is to resolve every complaint professionally, fairly and as quickly as possible, ensuring every customer receives the high standard of service they expect from Data Recovery Specialists.