Find us:

18 Monmouth Place

Bath

BA1 2AY

0845 504 8511

 

As outlined during your training period with us, CoursePro has a support function to help you if you ever get stuck with the system. It maybe for a simple question or a more complex query.

 

Email Support

We also provide direct support for you Monday-Friday 9.00am-5.30pm via support@cap2.co.uk.

Please note our support office is closed on UK Bank Holidays. 

Over the Christmas period, we’ll be closing the Support office at 1pm on Friday the 22nd December, re-opening on Tuesday the 2nd of January.

 

When you email in your question/query with as much information as possible (member details for example) we will look into it as soon as possible. You will receive a ticket number that you can use in future correspondence about individual tickets.

 

Out of Hours Emergency Support

In addition we also offer an Out of Hours Emergency Support function. This is for real emergencies when your whole system may be down. You can email emergency@cap2.co.uk.

 

Zendesk – Your Online Support directory

Zendesk is your CoursePro Help Desk, it’s primarily there to help and advise you to make the most out of CoursePro.

Take a look at how to create your own Zendesk account at www.cap2.co.uk/zendesk/

 

Customer Complaints Procedure

 

1.0 Customer Policy

 

Cap2 Solutions is committed to making a difference and providing a quality service. This includes a commitment to listen to, consult with, act on feedback and involve our customers in our services and decisions.

If you’re unhappy with any aspect of our service please let us know. We know we don’t always get it right but we can’t do anything about it if we’re not aware there’s a problem in the first place. When things go wrong we want to know so that we can use the information to put things right.

 

Cap2 Solutions Customer Complaints procedure helps ensure that:

 

● Customer complaints are dealt with promptly, efficiently, courteously and systematically

● Customer complaints are treated confidentially and fairly

● Customers are kept informed of the progress and outcome of their complaints

 

Complaints may be made:

Telephone: 0845 504 8511

Email: support@cap2.co.uk 

Support System: https://cap2.zendesk.com

 

Where a complainant is abusive to the member of staff taking the complaint, the complainant may be asked to put the complaint in writing direct to the General Manager.

Complaints will be acknowledged within 1 working day.

 

There are 3 stages in the procedure.

Stage 1: Customer has raised a ticket but has a concern which could be regarded as a complaint/unhappiness.

 

We will:

 

– Acknowledge the concern from the customer via the ticket and discuss with the Head of Support.

– Issue An Apology for the issue faced OR for any confusion caused whilst we review

– Clarification of the Issue/Problem/Question

– Our proposed solution [if required following discussion with the relevant department Manager]

– Timelines

– Clarification/question to the customer that our solution is acceptable

– Reference to documentation [if required] 2

– Ticket closed once the customer has confirmed they are happy with the way we have dealt with the complaint.

– Trends monitored and reported for continuous process improvement.

 

Stage 2: If Customer raises concerns over the way a ticket has been managed in Stage 1

 

We Will:

 

– Escalate to the relevant Manager for review and discussion with the customer. General Manager made aware.

– Following the review and discussion with the customer the below is formalised:

– An Apology for the issue OR for any confusion caused.

– Issue/Problem/Question clarification

– Our proposed solution

– Timelines

– Clarification/question to the customer that our solution is acceptable

– Reference to documentation [if required]

– Ticket closed once the customer has confirmed they are happy with the way we have dealt with the complaint.

– Trends monitored and reported for continuous process improvement.

 

 

Stage 3: If after Stage 2 the customer is still unhappy with the outcome/progress of the ticket, it is to be passed to the General Manager who will contact the customer directly.

 

Following the review and discussion with the customer the below is formalised:

 

– An Apology for the issue OR for any confusion caused whilst we review.

– Issue/Problem/Question clarification

– Our proposed solution – Timelines

– Clarification/question to the customer that our solution is acceptable

– Reference to documentation [if required]