Complaints Procedure

How to make a complaint, and what you can expect from us when you do.

1. Introduction

Dead Simple Computing Ltd, trading as Dead Simple Computing and DSC - Cyber And Managed Services, is committed to providing excellent service. However, we recognise that sometimes things can go wrong.

We value complaints as an opportunity to learn and improve. This procedure explains how to make a complaint and what you can expect from us.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

  • The quality of our services
  • The conduct of our staff
  • Billing or invoicing issues
  • Response times or communication
  • Any other aspect of our service

A complaint is different from a support request. If you're experiencing a technical issue, please contact our support team in the usual way.

3. How to Make a Complaint

Contact Details

Email: complaints@deadsimplecomputing.co.uk

Phone: 0118 359 2220 (ask to raise a formal complaint)

Post: Complaints, Dead Simple Computing Ltd, Unit 6, 60 Portman Road, Reading, RG30 1EA

When making a complaint, please provide:

  • Your name and contact details
  • Your company name (if applicable)
  • A clear description of your complaint
  • When the issue occurred
  • Any reference numbers (ticket numbers, invoice numbers, etc.)
  • What outcome you are seeking

4. Our Process

  1. Initial Response. We acknowledge your complaint within 2 working days, assign a reference number, and tell you who is handling it.
  2. Investigation. We investigate thoroughly within 10 working days. We may contact you for additional information.
  3. Response. We provide a written response explaining our findings, whether we uphold your complaint, and any action or remedy.
  4. Escalation (if needed). If not satisfied, request escalation to a Director within 14 days. Final response within 10 working days.

5. What You Can Expect

  • Your complaint treated seriously and fairly
  • Thorough and impartial investigation
  • Regular updates on progress
  • Responses within stated timescales (or explanation of delays)
  • Learning from complaints to improve our services
  • Courtesy and respect throughout

6. What We Expect

  • Accurate and complete information
  • Complaints raised promptly (ideally within 30 days)
  • Constructive engagement with our process
  • Courtesy and respect towards our staff

We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff.

7. Confidentiality

We treat all complaints confidentially. Information is only shared with those who need to know in order to investigate and resolve your complaint.

8. Alternative Dispute Resolution

If you remain dissatisfied after completing our complaints process, options may include:

  • Mediation services
  • Industry ombudsman schemes (where applicable)
  • Legal action

We are happy to discuss appropriate options with you.

9. Contact

Dead Simple Computing Ltd

Unit 6, 60 Portman Road, Reading, RG30 1EA

Email: complaints@deadsimplecomputing.co.uk
Phone: 0118 359 2220

Approved by

Daniel McClure Fisher

Director, Dead Simple Computing Ltd

December 2025