Our Commitment to You

At CYB3R Ltd, we are committed to providing a high standard of service and conducting our business professionally, fairly and responsibly.

We recognise that, on occasion, things may go wrong or someone may be dissatisfied with an aspect of our business, our services or the way in which we have handled a particular matter.

When this happens, we want to know about it.

We take complaints seriously and use the feedback we receive to resolve individual concerns, identify areas for improvement and continually improve the way we operate.

Making a complaint is free of charge and will not affect the level of service you receive from us.

What Is a Complaint?

A complaint is any expression of dissatisfaction about CYB3R, our services, our employees, representatives, suppliers acting on our behalf, or the way in which we have handled a particular matter.

A complaint may relate to, but is not limited to:

• The quality or availability of a service.

• Billing, invoices, payments or charges.

• Sales practices or information provided during the sales process.

• Customer service or technical support.

• Cybersecurity, IT or communications services.

• Delays in providing or activating a service.

• The conduct or behaviour of an employee, contractor or representative.

• The handling of personal or confidential information.

• A security or privacy concern.

• The handling of a previous enquiry, incident or complaint.

• A failure to meet an agreed commitment.

• Any other aspect of your dealings with CYB3R.

You do not need to use the word “complaint” for us to treat your concern as one.

Our Complaints Principles

When handling a complaint, we will aim to be:

Accessible – We will make it straightforward for you to raise a complaint.

Fair – Your complaint will be considered objectively and without prejudice.

Professional – You will be treated with courtesy and respect throughout the process.

Transparent – We will explain how your complaint is being handled and keep you informed of significant developments.

Timely – We will seek to resolve complaints as quickly as reasonably possible.

Accountable – Complaints will be recorded and responsibility assigned for their investigation and resolution.

Confidential – Information relating to your complaint will be handled appropriately and only shared where necessary to investigate or resolve the matter.

Improvement-focused – Where a complaint identifies a wider issue, we will consider whether corrective action or changes to our processes are required.

How to Make a Complaint

You can make a complaint by telephone, email or post.

Telephone:
+44 (0)203 924 5555
Monday to Friday, 9.00am–5.30pm

Email:
complaints@cyb3rsolutions.com

Post:
Complaints Team
CYB3R Ltd
Unit 66, Hillgrove Business Park
Nazeing Road, Nazeing
Essex, EN9 2HB

You can also raise a complaint directly with your usual CYB3R contact, Account Manager or member of our Customer Service team.

Information to Include

To help us investigate your complaint as quickly as possible, please provide:

• Your name and company name, where applicable.

• Your contact details.

• Your CYB3R account number, if applicable.

• Details of the service concerned, if applicable.

• A clear description of your complaint.

• Relevant dates and the names of anyone you have already spoken to.

• Copies of any relevant correspondence or supporting information.

• Details of any action already taken.

• The outcome or resolution you are seeking.

You do not need to have all of this information available in order to make a complaint. We will not refuse to consider a complaint simply because some information is unavailable.

How We Handle Your Complaint

Step 1: Receipt and Acknowledgement

When we receive a complaint, we will record the details and ensure that it is directed to the appropriate person or department.

Where the complaint cannot be resolved immediately, we aim to acknowledge receipt within 2 working days.

Where appropriate, we will provide you with a point of contact responsible for progressing your complaint.

Step 2: Initial Assessment

We will review the complaint to understand:

• What has happened.

• Which service, department or individual is involved.

• The impact of the issue.

• Whether immediate action is required.

• Whether further information is needed.

• The outcome you are seeking.

• Who is best placed within CYB3R to investigate the matter.

Where a complaint involves a potentially serious security, privacy, legal, regulatory or safeguarding concern, it may be escalated immediately to the appropriate senior member of CYB3R.

Step 3: Investigation

The person responsible for the complaint will conduct an appropriate investigation.

Depending on the nature of the complaint, this may include:

• Reviewing account records.

• Reviewing contracts, orders or invoices.

• Examining relevant correspondence.

• Reviewing support tickets or technical records.

• Speaking with employees or other individuals involved.

• Reviewing relevant policies and procedures.

• Examining system or service records where appropriate.

• Requesting further information from you.

• Consulting relevant departments or senior management.

We will investigate complaints objectively and consider the available evidence before reaching a conclusion.

Where appropriate, the person investigating the complaint may be someone who was not directly involved in the matter being complained about.

Step 4: Response and Resolution

We aim to provide a substantive response to your complaint within 10 working days of receiving it.

Our response will, where appropriate:

• Explain the outcome of our investigation.

• Address the main issues you have raised.

• Explain any action we have taken or intend to take.

• Provide an appropriate resolution where one is required.

• Explain what you can do if you remain dissatisfied.

Some complaints may be more complex and require additional investigation.

If we are unable to provide a full response within 10 working days, we will aim to contact you to explain the reason for the delay and provide an indication of when you can expect a further response.

Step 5: Escalation

If you are dissatisfied with the outcome of your complaint, you may ask for it to be escalated.

Your complaint will then be reviewed by an appropriate Manager or senior member of CYB3R who will consider:

• The original complaint.

• The investigation undertaken.

• The evidence available.

• The response provided.

• Any additional information you have supplied.

• Whether the proposed resolution was reasonable.

• Whether any further investigation or action is required.

Where appropriate, we will conduct a fresh review rather than simply repeating the original decision.

Following the review, we will provide you with our further response and explain any additional action that will be taken.

Possible Outcomes

The appropriate outcome will depend upon the circumstances of the complaint.

Where appropriate, this may include:

• An explanation or clarification.

• An apology.

• Corrective action.

• Rectification of a service issue.

• Correction of an invoice, account or administrative error.

• A refund or account credit where appropriate.

• A goodwill gesture where appropriate.

• Further staff guidance or training.

• Changes to an internal process or procedure.

• Technical or operational changes.

• Additional monitoring or review.

• No further action where our investigation does not substantiate the complaint.

Where we do not uphold a complaint, we will aim to explain the basis for our decision.

Serious or Sensitive Complaints

Certain complaints may require immediate escalation.

These may include allegations or concerns relating to:

• Cybersecurity incidents.

• Unauthorised access to information or systems.

• Data protection or privacy.

• Confidentiality.

• Fraud or suspected criminal activity.

• Serious misconduct.

• Discrimination, harassment or inappropriate behaviour.

• Significant financial or operational impact.

• Legal or regulatory obligations.

Where appropriate, these matters will be referred to the relevant senior member of CYB3R and handled in accordance with any applicable internal procedures and legal or regulatory requirements.

Data Protection and Privacy Complaints

If your complaint concerns the way CYB3R has collected, used, stored, shared or otherwise processed personal information, we will ensure that the matter is reviewed by the appropriate person within the business.

We may contact you for additional information where necessary to investigate the matter.

Personal information supplied as part of a complaint will be handled in accordance with applicable data protection legislation and CYB3R's Privacy Policy.

Confidentiality

We will treat complaints and the information provided to us appropriately and confidentially.

Information will only be shared with those who reasonably need access to it for the purposes of investigating, reviewing or resolving the complaint, or where disclosure is otherwise required by law.

Complaints Made on Behalf of Someone Else

We can accept a complaint from an authorised representative acting on behalf of another person or organisation.

Before discussing confidential information or account details with a representative, we may need to verify their identity and obtain confirmation that they have authority to act on behalf of the person or organisation concerned.

Accessibility and Additional Support

We want our complaints procedure to be accessible to everyone.

If you have a disability, communication requirement or other circumstances that mean you require additional assistance when making or progressing a complaint, please let us know.

We will make reasonable efforts to accommodate your requirements and enable you to participate effectively in the complaints process.

Complaint Records

CYB3R will maintain appropriate records of complaints received and how they have been handled.

Records may include:

• The nature of the complaint.

• The date it was received.

• The person or department responsible for handling it.

• Relevant correspondence and evidence.

• Investigation undertaken.

• Actions taken.

• The outcome.

• Any corrective or preventative action identified.

• The date the complaint was closed.

Complaint records will be retained and protected in accordance with our applicable policies, legal obligations and information security requirements.

Learning From Complaints

Complaints are an important source of feedback and form part of our commitment to continual improvement.

Where appropriate, CYB3R will review complaints to identify:

• Recurring issues or trends.

• Root causes.

• Opportunities to improve our services.

• Training requirements.

• Process or procedural weaknesses.

• Potential corrective actions.

• Opportunities to improve the customer experience.

Significant or recurring issues may be reviewed by senior management and incorporated into our quality management and continual improvement processes.

This approach is consistent with ISO 9001's treatment of complaints as an important source of customer feedback and its expectation that organisations analyse customer feedback as part of their quality management system.

Closing a Complaint

A complaint will normally be considered closed when:

• The matter has been investigated.

• CYB3R has provided its response.

• Any agreed actions have been completed or are being progressed.

• You have confirmed that you accept the resolution; or

• CYB3R has completed its complaints process and provided its final position.

Closing a complaint does not prevent CYB3R from taking further internal corrective or improvement action where appropriate.

Contact Us

If you have a complaint or are dissatisfied with any aspect of CYB3R, please contact us.

Complaints Team
CYB3R Ltd
Unit 66, Hillgrove Business Park
Nazeing Road, Nazeing
Essex, EN9 2HB

Telephone: +44 (0)203 924 5555
Email: complaints@cyb3rsolutions.com

We will take your concerns seriously and work to resolve them as fairly and efficiently as possible.