About Complaints

The User Group has always taken a major role in helping users sort out problems with the system supplier. We have been able to do this due to our long association with the software and our unique understanding of the day to day requirements of users.

We would ask that you follow our check list below before contacting the User Group.  Please address any correspondence relating to a complaint to the Administrator.

Complaints Checklist

Should you need to complain about INPS systems or services, please use the following checklist to ensure the best results.

Step 1

Have you referred the complaint to the practice computer co-ordinator? Sometimes we find that someone else in the practice is already working with INPS to resolve the situation.

Step 2

Have you contacted the Helpline? This seems obvious but again we have had instances where the complaint has come straight to the User Group rather than to INPS.

Step 3

If it is a software problem, is the practice confident that it understands how to use this program?

Step 4

If the problem involves hardware, has an engineer visited recently and, if so, is this an associated problem? Has the Helpline been advised that the practice is dissatisfied with the service to date?

Step 5

If the complaint has not been resolved by contacting the Helpline, have you written to Customer Services at INPS? When writing, end with the date by which you expect to have a response.

Step 6

If you have taken the above steps, and have not had your problem resolved, send copies of your correspondence with INPS to the NVUG Administrator.

Problems involving hardware, support, payments or training will then be taken up with INPS. Those involving software or functionality will be referred to National Panel members who will raise them with INPS if they consider them to be valid.

Practices submitting complaints will receive an acknowledgement from the User Group, and subsequently advised of any planned or expected actions.