Complaints Procedure
We always aim to resolve your query in a timely and helpful fashion, however if you feel that further asstistance is required and you wish to raise a complaint please follow the steps below to ensure it is dealt with properly.
Stage 1 – Email/Call Us
Should you have a problem, please email\call us in the first instance, our contact details are available here . One of our staff will take ownership of the issue and help to bring it to a resolution.
Stage 2 – Escalation
If you feel your issue has not been dealt with to your satisfaction, please email us at escalations@catalyst2.com . This will go directly to senior management who will contact you directly to discuss the issue and bring a resolution.
Please include your ‘ticket ID’ and a contact telephone number so we can quickly contact you and understand the problem, we will attempt to contact you within 2 working days.
Stage 3 – Appealing a decision
Should you feel dissatisfied with the final resolution please contact us in writing to the address below with the full details and your preferred resolution, we will then confirm receipt within 5 working days and update you within 10 days after that.
Complaint Appeals
Catalyst2 Services Ltd
Forsyth House
Cromac Square
Belfast
BT2 8LA
We would recommend using registered post for anything of this nature to ensure it can be tracked.
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