Complaints procedure

ZISHI is committed to providing an efficient and reliable service for its clients. In order to achieve this, ZISHI keeps up-to-date with technology and employs dedicated, well-trained staff.

On the rare occasions that any part of our service does not meet your expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner.

It is the policy of ZISHI that all complaints are taken seriously and are dealt with in a uniform way. As a ZISHI client, you will receive acknowledgment from the recipient of the complaint within 2 working days. A proposed resolution to the complaint will be issued to our clients within 10 working days (or 20 working days if it’s a particularly complex or technical response). If for any reason there is an unavoidable delay in issuing a response to the complaint, the client will be informed and a new deadline issued/agreed.

All complaints will be dealt with by our Client Services Team and a representative will be allocated on receipt of your complaint. All clients can contact their representative if they have any questions or queries, or if they wish to enquire about the progress of a complaint. The Client Services Team are contactable via email through info@thezishi.com.

Should any client be dissatisfied with the handling of a complaint at any time, they should inform their representative initially who will then escalate the matter appropriately where necessary.

If you are dissatisfied having followed all the stages of the above, please write to:

ZISHI Client Services Team

21-25 North Street

Bromley

BR1 1SD

Should you have any comments or feedback we would welcome them. Please send these to the Client Services Team at the address above.