Complaints Procedure
This document specifies the procedure for reporting formal complaints about the services received from LeNSE Ltd.  Complaints concerning JANET (UK) or JANET (UK) services should be reported directly to the JANET (UK) service desk.


Formal complaints should be sent in writing to:

Services Delivery Manager
LeNSE Ltd.
Brooks Green House
Brooks Green
Nr. Horsham
West Sussex
RH13 0JN

Or by email to:
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The complaint should include the following information:
•    Contact details of the person reporting the complaint
•    Full details of the complaint and any relevant material associated with the complaint

LeNSE Ltd. will acknowledge receipt of the complaint and the Services Delivery Manager will make a full investigation and consider all relevant information prior to providing a formal response.  LeNSE Ltd. will aim to resolve the complaint within five working days.  

If after this period the complaint has not been resolved to the customer’s satisfaction, the customer may then wish to approach the Chief Executive Officer of LeNSE Ltd.  Pending a further investigation the CEO will then make a formal response within five working days.  Should the response from the CEO not prove satisfactory the complaint may be escalated to the Chair of Directors for further investigation.