Not happy? Tell us why....
At Neopost we aim to provide a first-class service. However, we do realise that at times we may not meet the high standards you have come to expect from us. If you have a concern about any of our services or products, please tell us. We want to put things right – first time. Your comments help us to improve our services and our aim is to resolve your complaint to your complete satisfaction.
How to contact us with a complaint:
We have established simple and effective complaints procedures so that problems can be resolved quickly and efficiently and to your satisfaction. Whilst we receive many telephone calls from customers, we cannot instigate a formal complaint investigation unless the complainant is prepared to present their complaint in writing. This is common practice in many organisations and ensures we only deal with bona-fide complaints. To investigate a complaint, we need the minimum information, which can be provided either by e-mail or letter.
Complaints may be logged using one of the following methods:
1) Send an email to customercare@neopost.ie
2) Write to us at Neopost Ireland Ltd, Unit 16 Fonthill Retail & Industrial Park, Fonthill Road, Clondalkin, Dublin 22.
We have in place a written procedure for the handling of complaints. This procedure provides that complaints will be appropriately recorded, investigated and resolved.
We will acknowledge all complaints received within two working days of receiving your complaint.
To ensure your complaint is effectively resolved, please ensure you specify the cause of your complaint and provide your Neopost account number (located on all invoices and statements).
The complaint will be allocated to an appropriate representative of Neopost Ireland Ltd, who will then contact the complainant to try and find a resolution to the problem as quickly as possible, or inform you of the length of time we expect it to take to investigate and resolve the complaint.
If the allocated representative cannot reach a satisfactory resolution, the complainant may ask to have the matter escalated to a supervisor or manager in the appropriate area.
The outcome of the investigation will be communicated to you.
Our objectives are:
· To address reported customer dissatisfaction, quickly, effectively and fairly.
· To ensure a fair and equitable resolution to the complaint.
· To keep you updated on the progress of your complaint.
· To retain customer confidence and respect.
· Where appropriate, to update our procedures and introduce corrective actions to avoid re-occurrence of any problems identified.
· To endeavour to achieve a situation where our customer feels we have addressed their complaint.