Effective Date: [January 2025]

1. Introduction
   At Fusion Unified Ltd, we are committed to delivering excellent customer service. However, we understand that sometimes issues may arise. This document outlines our complaints procedure to ensure that all complaints are handled fairly, efficiently, and transparently.
2. How to Make a Complaint
   Customers can submit complaints through the following channels:

• Email: complaints@fusion-unified.com
• Phone: 0113 827 5752
• Post: Fusion Unified Ltd, 54 Back Lane, Guiseley, Leeds, West Yorkshire LS20 8EB
• Online: fusion-unified.com Webchat

Please provide as much detail as possible, including your name, contact information, account reference number and a clear description of the issue.

3. Complaint Handling Process

• Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: Our team will thoroughly investigate your complaint, which may involve reviewing service records and speaking with relevant personnel.
• Resolution: We aim to resolve complaints within 10 business days. If a resolution requires more time, we will keep you informed of progress.
• Final Response: Once the investigation is complete, we will provide a final response outlining our findings and any actions taken.

4. Escalation Process
   If you are not satisfied with our response, you may request further review by a senior manager. If you remain dissatisfied, you may escalate the matter to an appropriate external body, such as the relevant ombudsman or regulatory authority.
5. Continuous Improvement
   We use customer feedback and complaint trends to improve our services and ensure high standards are maintained.

For further assistance, please contact our customer service team.