Wyvern Business Systems Ltd provides a “Help Desk” service with dedicated staff dealing with enquiries. The opening hours for this service will be 9.00 am to 5.00 pm Monday to Friday (excluding bank holidays). Where a user contacts the help desk by email, Wyvern Business Systems Ltd should respond within a 2 hour period from receipt of the communication.
All technical support requested by the user will be maintained as a record for the duration of the licence length.
Complaints process and handling
Wyvern Business Systems Limited has a complaints procedure. All complaints will be handled in a professional, non-confrontational manner and in accordance with their procedures. All official complaints are logged with date of complaint and closure of a solution.
In the first instance you will need to complain to the department that you have been dealing with. They will endeavour to deal with this as a department and the relevant supervisor will look after the complaint.
You can report your complaint to us in the following ways:
Phone: 01432 271233
Post: Wyvern Business Systems Limited, Wyvern House, Netherwood Road, Rotherwas Industrial Estate, Hereford, HR2 6JJ.
If the relevant departmental supervisor cannot deal with the complaint in a manner that you deem to be satisfactory it will then be escalated to the Operations Manager. The Operations Manager will then make contact with you. You will not receive a written response at this informal stage, unless you ask for one.
On receipt of your complaint we will take the relevant details from you. This will be Name and ID reference number. If a phone call back is required then this will be done so in the first instance. The Departmental Manager will supply the customer with both his name and contact details. He / she will then acquire as much information as is possible with regards to the case and will document this within the complaints log. Once all the facts have been established the relevant manager will then inform the customer of the outcome. This will then be discussed so that the resolution is satisfactory. If the customer remains unhappy with the proposed resolution then the case will be passed to the Operations Manager. The Operations Manager will then strive to reach a resolution. If at any point the customer is not happy with the suggested outcome then the Operations Manager will direct the customer to assessment centre. In the event that this does not rectify the situation then as a final resolution the funding body will be called to arbitrate.