INPS Customer Service Escalation Process

INPS aims to provide exceptional customer service with all the issues reported to the Helpline dealt with in a responsive and effective manner. If this does not happen then it is very important to us that our customers are able to quickly bring this to our attention so that we can take appropriate action.

The following details the escalation process that should be followed if you wish to escalate any service issue.

Helpdesk

Please click here for the Support Form (opens in a new window)

All issues must in the first instance be logged via the INPS Helpdesk. This ensures that incidents can be tracked, monitored and reported on.

Helpdesk will assign all incidents an incident number and will be responsible for ensuring resolution.

1st Level Escalation

INPS Account  Manager or escalations@inps.co.uk

If you are concerned that your issue is not being progressed in a satisfactory manner you should escalate this to your area Account Manager.

The Account Manager will raise the issue with the INPS Escalations Manager who will log the escalation and assign an escalation number.

The INPS Escalations Manager will be responsible for agreeing a plan of action and keeping the Practice updated on progress.

If your Account Manager is unavailable then you can email your issue to escalations@inps.co.uk

2nd Level Escalation

Head of Support services
Philip Doyle
Direct Line: 020 7501 7300  Mobile: 07507 484 107
philip.doyle@inps.co.uk

If your issue has not been resolved at 1st Level please refer this to the Head of Service Support

3rd Level Escalation

Customer Services Director
Karl Wood
020 7501 7206
karl.wood@inps.co.uk
   
If your issue has not been resolved at 2nd level please refer this to the Customer Services Director

If you wish to write to us, our postal address is:
INPS
The Bread Factory
1a Broughton Street
London
SW8 3QJ