Customer Care

Customer Care - Our Response Policy

budgieweb takes all its feedback very seriously. Recognising the time that our customers (and prospective customers) take to provide feedback, we have developed a Policy that governs how we respond to such feedback, ensuring you get an answer, not "fobbed off".

The main characteristics of our Policy are:

• We will always acknowledge your communication within one working day.
• Where your communication is a complaint or other type of comment that requires feedback, you will be assigned a reference number and a date by which we hope to provide a final answer to your comment.
• Where your comment does not require feedback, we will still provide you with feedback even if its a thankyou. We think most feedback can help us improve something about our service, even where its passing your comments onto our employees.
• We will endeavour to ensure your communication is assigned to and remains with the same Account Manager. Due to workload, we can not always guarantee this, but we are working constantly to improve this.
• Because feedback can always takes different time durations to process through to completion, we do not commit to resolving within a specified time period within the Response Policy. This is to prevent some feedback getting not enough attention and others being left unattended for unnecessary periods of time. We do however commit to providing you with satisfactory feedback as quick as possible and will provide you with an expected date for resolution, within the acknowledgement communication. We also commit to ensuring you receive frequent and meaningful updates in between.
• If we will not be looking at an issue for a certain period of time, we will tell you in advance, with reasons why. Through this we aim to ensure you are receiving timely, accurate and up to date information that is useful and acceptable to you.

How we use your feedback

Your feedback will be used to improve our systems, products, employees, processes etc. Your feedback will make us a stronger provider of affordable websites and web based solutions, and we thank you for it.

We'll admit to something. budgieweb is a learning organisation. It does not pretend it knows all the answers or that it will never get anything wrong. budgieweb knows too many organisations exist, which refuse to see what they are doing wrong and never develop into a quality, trusted organisation. budgieweb will therefore welcome all feedback, good or bad, and feed this into its learning model to ensure it evolves into a better and stronger company that is capable of delivering better products for its customers.

budgieweb does not share its data with any other organisation.

If you would like to comment on our Response Policy or on how we use your feedback, please click here. Please use the menu on the left to review other sections of our Customer Care Policy