At ASK4, we strive to provide outstanding customer care to all our service users.
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Our customers genuinely matter to us
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Our reputation matters to us, and we know it comes from delighting our customers
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Our team are committed to using all of their skill, ingenuity and resources to make sure customers have a positive experience whenever they use our services
How we communicate
We are committed to solving any issues that may arise for a customer using our service. We will:
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Listen carefully to identify the cause of the problem
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Be polite, friendly, and accurate with any information provided
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Use jargon-free language to ensure information is easy to understand
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Take all reasonable steps to resolve the problem
We may not be able to help if a customer’s behaviour is inappropriate, abusive, or threatening.
Continual improvement
We regularly survey customers who use our support service to ask for feedback.
This feedback is used to help us continually improve the service we provide.
Complaints
If you are not satisfied or have a complaint about the service received, or about a member of our team, you can email us at: complaints@ask4.com
When submitting a complaint, please include:
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A summary of the complaint
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Any supporting evidence you wish to provide
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Ticket or issue reference numbers
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Names of ASK4 staff you have spoken to about the issue
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Dates and times of the incidents
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Any phone numbers you may have called us from (to allow us to check call logs)
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Any relevant emails you may have sent us
If your issue relates to personal data and how it has been handled, you also have the right to raise the matter with the Information Commissioner’s Office (ICO).
Complaints can only be accepted via email or letter – not by phone.
Our complaints policy
When you raise a complaint:
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You will receive an initial response confirming receipt of your complaint within 24 hours of your email or letter arriving
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You will receive an update on the progress of our investigation within 3 working days of that confirmation
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You will receive a formal response within 7 working days of receiving the first update
If you are not happy with the response you receive, you have the right to escalate the matter or appeal against any decision made.
As a final point of arbitration, ASK4 is registered with Ombudsman Services: Communications (OS:C) and we will abide by any decision they make.
You can find OS:C here: https://www.ombudsman-services.org/sectors/communications