Our approach to complaints

At Bromcom our aim is to deal with complaints transparently, quickly, and effectively; and make sure that we learn the lessons from each complaint to continue to improve our products and services.

Our process is simple, fair and transparent, and maintains staff and customer confidentiality.

You can make a complaint about:

• our products
• our customer services, and
• contractual issues, including the provision of information to you.

Before raising a complaint

If you need to provide feedback, or escalate a helpdesk case (for those who have purchased support from Bromcom), then Bromcom has feedback and escalation processes which can be used for this.

• You’re able to provide feedback on support or training through our customer surveys. These are sent out after training, or when a case is closed.
• If you want to escalate a helpdesk case (for those who have purchased support from Bromcom), you can email the customer care team on customercareteam@bromcom.com. The team will work with the support desk to ensure that it gets resolved as quickly as possible.

How to raise a complaint

If you still need to raise a complaint, email the customer care team on customercareteam@bromcom.com setting out your school or Trust name and the nature of your complaint, with as much detail as possible, to aid our investigation.

What you can expect from us after you’ve raised a complaint  

Response

We’ll email you within one working day to acknowledge receipt of the complaint and set out the next steps.

We will also log the complaint on our ticketing system so there’s a clear record for both Bromcom customer to access and track until completion.

Investigation and closure

Once the complaint is logged, the relevant manager will fully investigate the complaint by speaking to all involved parties, and provide a plan of action for resolving the issue. 

If the complaint relates to a support case, or any other ‘open’ issue, this will go through the case escalation process to ensure it’s resolved as quickly as possible.

You can then expect a full response from the relevant manager, via email, within two weeks of submitting the complaint. The response will address all aspects of the complaint and provide a full explanation of the resolution. 

The case will be closed only once you have confirmed that you are satisfied with the resolution provided by Bromcom.