Complaints Policy

Last updated: 13 October 2026

If something has gone wrong, we want to hear about it directly and as early as possible. Most problems are far easier to put right when they are raised quickly.

How to make a complaint

Phone: 604-359-5284
Email: hello@manageditservicessurrey.com

Please include your name, company and contact details, any ticket numbers, roughly when the issue happened, what went wrong, and the outcome you would like.

What happens next

Acknowledgement within 2 business days

We confirm we have your complaint and tell you who is handling it.

Investigation within 10 business days

We review the tickets and records, speak with everyone involved, including any service partner, and visit your office if that is needed to understand the problem.

Response

We write to you with what we found, what we will do about it and by when. If we need more time, we explain why and give you a new date.

Escalation

If you are not satisfied, ask for a review by senior management, who will respond within a further 10 business days.

If we can’t resolve it

Your legal rights are not affected. For privacy concerns, you can contact the Office of the Information and Privacy Commissioner for British Columbia. You can also seek independent legal advice.

Our commitment

We take every complaint seriously, never penalise anyone for making one, and use what we learn to fix the process behind the problem.