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Our Complaints Process and Policy

We strive to deliver the very best service to every one of our clients, all the time. 

Occasionally we do get things wrong. If you are disappointed in what we've done or how we've done it, you can complain to us.

We will listen and we promise that we will make things better when we should. 

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How to make a complaint to Tibus

 

Where you have a Service Level Agreement (SLA) with us

Most of our clients have a customised Service Level Agreement (SLA) with us. These agreements contain the specific escalation and disputes process for the services we provide to you.

If you have a concern over the services we provide to you, contact the person within your organisation that is responsible for the relationship with Tibus. They can raise the complaint with us via the Service Delivery Review mechanism.

 

Where you don't have an SLA with us, or wish to make a general Complaint

Where you do not have a Service Level Agreement with Tibus, or you wish to make a general Complaint to us, please follow the steps below. 

Step 1: Make your Initial Complaint

Your first step is always to contact our support team. There are many ways to do this and the details you can use are here

Provide as much detail as you can in the call, letter or email. If you have a ticket number, make sure to include that too.  

Email: Please put the word "Complaint" in the subject line of your email. 

Phone: Please make it to our team that your call is in relation to a "Complaint".

Post: Please use the word "Complaint" at or near the top of your letter. The address you should send your letter to is: Customer Service Team, Tibus, Level 7, City Quays Plaza 2, Belfast, N.Ireland, BT1 3FD. 

We aim to respond to all valid Initial Complaints within 1 Business Day. We will always respond within 3 Business Days.   

Step 2: How to escalate your complaint  

If you remain unsatisfied with the response you receive to your Initial Complaint, you can choose to request an escalation to our Customer Success Manager.

Email: [email protected]   

Our Customer Success Manager will be able to resolve almost every complaint.

Should you still remain unsatisfied, you may request a further escalation to our Managing Director.

We aim to respond to all valid Escalation Requests within 1 Business Day. We will always respond within 3 Business Days.

Where we are

Belfast

Level 7
City Quays Plaza II
Clarendon Dock
Belfast
N.Ireland
BT1 3FD

+44 (0) 28 9033 1122
[email protected]

Dublin

2nd Floor
Macken House
38-40 Upper Mayor Street
Dublin 1
Ireland
D01 C9W8

+ 353 (0)1 424 4453
[email protected]

London

Level 17
The News Building
1 London Bridge Street
London
United Kingdom 
SE1 9GF

+44 (0)20 7782 6100
[email protected]