Support at CoursePro

Support at CoursePro

Find us

The CAP2 Team
4 & 5 Palace Yard Mews
Bath
BA1 2NH
0845 504 8511

Email support

We provide direct support for you from Monday-Friday 9.00am-5.30pm via: support@cap2.co.uk

When you email in your question/query, please include as much information as possible (member details for example) and we will look into it as soon as we can. You will receive a ticket number that you can use in future correspondence about individual tickets.

You can also contact our team directly on 0845 504 8511 from Monday-Friday 9.00am-5.30pm.

Please note our support office is closed on UK Bank Holidays.

Out of hours

In addition to the above we also offer an Out of Hours Emergency Support function. This is for real emergencies, such as when your whole system may be down. In an emergency you can email emergency@cap2.co.uk

Zendesk

Zendesk is your CoursePro Help Desk; your one-stop portal for all your support questions and queries. 

It’s also here to help you make the most out of CoursePro; with heaps of helpful reference guides, whether you need a refresher or are trying a new feature out for the first time. 

You can access our Zendesk portal here!

If you don’t have a CAP2 Zendesk login already, create your own by following our Zendesk guide.

Complaints procedure

Customer Policy
Cap2 Solutions is committed to making a difference and providing a quality service. This includes a commitment to listen to, consult with, act on feedback and involve our customers in our services and decisions.

If you’re unhappy with any aspect of our service please let us know. We know we don’t always get it right but we can’t do anything about it if we’re not aware there’s a problem in the first place. When things go wrong we want to know so that we can use the information to put things right.

Cap2 Solutions Customer Complaints procedure helps ensure that:
Customer complaints are dealt with promptly, efficiently, courteously and systematically
Customer complaints are treated confidentially and fairly
Customers are kept informed of the progress and outcome of their complaints

Complaints may be made:
Telephone: 0845 504 8511
Email: support@cap2.co.uk
Support System: www.cap2.zendesk.com

Where a complainant is abusive to the member of staff taking the complaint, the complainant may be asked to put the complaint in writing direct to the General Manager. Complaints will be acknowledged within 1 working day.

There are 3 stages in the procedure.

Stage 1

Customer has raised a ticket but has a concern which could be regarded as a complaint/unhappiness. We will:

  • Acknowledge the concern from the customer via the ticket and discuss with the Head of Support.
  • Issue An Apology for the issue faced OR for any confusion caused whilst we review
  • Clarification of the Issue/Problem/Question
  • Our proposed solution [if required following discussion with the relevant department Manager]
  • Timelines
  • Clarification/question to the customer that our solution is acceptable
  • Reference to documentation (if required)
  • Ticket closed once the customer has confirmed they are happy with the way we have dealt with the complaint.
  • Trends monitored and reported for continuous process improvement.
Stage 2

If Customer raises concerns over the way a ticket has been managed in Stage 1 We Will:

  • Escalate to the relevant Manager for review and discussion with the customer. General Manager made aware.
  • Following the review and discussion with the customer the below is formalised:
  • An Apology for the issue OR for any confusion caused.
  • Issue/Problem/Question clarification
  • Our proposed solution
  • Timelines
  • Clarification/question to the customer that our solution is acceptable
  • Reference to documentation (if required)
  • Ticket closed once the customer has confirmed they are happy with the way we have dealt with the complaint.
  • Trends monitored and reported for continuous process improvement.
Stage 3

If after Stage 2 the customer is still unhappy with the outcome/progress of the ticket, it is to be passed to the General Manager who will contact the customer directly.
Following the review and discussion with the customer the below is formalised:

  • An Apology for the issue OR for any confusion caused whilst we review.
  • Issue/Problem/Question clarification
  • Our proposed solution – Timelines
  • Clarification/question to the customer that our solution is acceptable