Feedback
Landmark Customer Support is committed to open communication with our customers. Therefore, the handling negative feedback and criticism is a key part of this strategy, and prompt resolution is a priority.
Complaints
A complaint is any expression of dissatisfaction, by our clients, with a product or service offered or provided by Landmark. We aim to address them all in a consistent manner, and feedback and process changes resulting from all complaints are tracked.
Complaint Process
The overall process for receiving, recording, processing, and resolving complaints is defined as follows:
- Landmark receives complaint from any source.
- The complaint is recorded electronically.
- Upper Management informed as required.
- The complaint is escalated if required.
- Resolution is agreed with the client.
- The complaint is considered closed.
- Actionable items resulting from the complaint are fed back into the process if appropriate.
Serious complaints: We aim to respond to the customer and start the resolution process within 24 hours of receiving a formal complaint.
Minor complaints: We aim to take action the complaint within 10 days of receiving it.
Confidentiality
Any complaints you communicating to Landmark will be considered strictly confidential. Any sensitive information pertaining to a staff member will be handled by a Customer Support Manager.
Filing a Complaint
Contact any Technical Assistance Center to tell us of your concerns or to be put into contact with a Customer Support Manager.
- Email us at support@lgc.com
- Use any Contact Support link on the Customer Support Portal (http://css.lgc.com/ContactSupport/ContactSupport.jsp)
- Use the Comments section of any Case Survey you might.
- Call any of the global support phone numbers:
- North America: +1-877-435-7542
- EMEA: +44-1372-868686
- Asia Pacific: +61-8-9481-4488
- Latin America: +1-713-839-3405
