Complaints Procedure

365i is committed to providing a high standard of service to all our customers. If you are unhappy with any aspect of our services or billing, we want to hear from you so we can put things right.

Initial Support

Before submitting a formal complaint, we encourage you to contact our support team through the Help Desk at my.365i.co.uk. Most technical and billing issues can be resolved quickly through our secure support system.

General support is available 7 days a week, including evenings, weekends, and UK bank holidays. Responses typically run from early morning through late evening, UK time.

Submitting a Formal Complaint

If your issue has not been resolved through our standard support channels, you may submit a formal complaint. Formal complaint handling and investigation is conducted Monday to Friday, 09:00 – 17:30 (UK time), excluding bank holidays. Please include the following information:

• Your full name
• Your email address associated with your 365i account
• Your telephone number
• A detailed description of your complaint, including any relevant dates, ticket numbers, and the resolution you are seeking

You can submit your complaint by:

• Online: Submit a ticket via the Help Desk at my.365i.co.uk, marking it as a formal complaint
• Email: sales@365i.co.uk
• Post: BSolve IT Limited, 5 Epping Close, Barton Seagrave, Kettering, Northamptonshire, NN15 6TR

Response Timeline

We take all complaints seriously and aim to resolve them as quickly as possible. Once we receive your formal complaint, we will:

1. Acknowledge receipt of your complaint promptly
2. Thoroughly investigate the issue raised
3. Respond with our findings and proposed resolution within two working days

If the matter requires further investigation, we will keep you informed of our progress and provide an expected resolution date.

Contact Details