Our Service Promise
The ProQuest Customer Service Team is committed to providing you with fast, efficient, professional and courteous service of the highest level.
To show our commitment to our customers, we have recently introduced a number of changes designed to improve our relationship with you, and to make it easier for you to contact us directly with any queries.
Our customers may now contact the Customer Service team directly by telephone on +44 (0) 1223 271 400 where you will be presented with a set of call options designed to quickly route your call to the correct person to handle your query.
All other callers should continue to call our main switchboard on +44 (0)1223 215 512.
Alternatively, you may send an e-mail to the Customer Services Team where your query will receive immediate attention.
You may also send us Fax queries on +44 (0)1223 215 514, or by regular post to the following address:
Customer Services Department
ProQuest Information and Learning Ltd
The Quorum
Barnwell Road
Cambridge
England
CB5 8SW
We WANT to hear from you.
We are always looking for ways to improve the level of Customer Service we offer our customers. Your feedback, good or bad, is very beneficial in helping us further improve our service. Help us to help you better.
Unhappy? – Let Us Know
The Customer Service team is proud of the level of personal service we provide to all our customers. We are also aware that sometimes, not everything goes as smoothly as we would like it to. There may be occasions when the level of service given to you falls below the standards we have set, or below the high standards that you expect. If this happens to you please let us know immediately so that we can take steps to put it right.
If you have a problem, please contact one of our Customer Service Executives immediately who will do their utmost to find a resolution for your query. If they are unable to solve the problem personally, they will find someone who can, and will follow your query through to a satisfactory resolution on your behalf.
If you have a complaint about the level of service provided to you, you may send an e-mail to customer_service@proquest.co.uk
We will acknowledge receipt of your complaint promptly, and aim to resolve all issues where possible within 10 working days. Where a resolution is not possible in this timeframe we will keep you informed at all stages of dealing with any specific issues.
If you feel that your complaint is not being dealt with in a satisfactory manner, or are unsatisfied with the resolution provided to you, please write to:
Customer Services Manager
ProQuest Information and Learning Ltd
The Quorum
Barnwell Road
Cambridge
England
CB5 8SW
Happy? Let us Know that too!
If you are happy with the level of service you have received from ProQuest, or if a subscribed product has had a marked positive effect on your everyday working life, we would also be interested in hearing from you. Peer reviews of our products and services not only helps us to develop and enhance our product range, but also shows other customers and other industry users how our products and services benefit institutions globally.
ProQuest prides itself on working closely with our customers to deliver content driven, focused product ranges which are intuitive and easy to use, whilst delivering unique, key content to end users. We also invite customers to take part in case studies, and new product focus groups. Your contribution is valued.
If you have a testimonial you would like to share with us, or if you are interested in taking part in one of our future focus groups or case studies, please send an e-mail to our marketing department
