How can I escalate issues?

In the event that you are not satisfied with the support you are receiving, or have received from the Service Desk, Red Ant provide access to a complete list of escalation contacts right up to C-Suite level.

Client happiness is of the utmost importance at Red Ant, and therefore, this is done to provide assurance to clients that Red Ant is committed to delivering this. However, we expect this openness of contacts be used respectfully and mindfully.

We also expect clients to provide similar transparency to allow us to escalate issues where appropriate on the client side.

1. Service Desk – Phone

Explain the problem to the service desk, directly. Many complaints result from misunderstandings, and these can often be quickly and effectively resolved without escalation.

2. Client Director 

If the issue has not been resolved, escalate to your Client Director. To escalate, either e-mail your Client Director or phone through to the Service Desk as normal and ask to be put through to your Client Director. In most cases this will quickly resolve the matter.

3. Head of Client Success 

 If the issue has not been resolved by your Client Director, then you can escalate to the Head of Client Success by emailing emma.newman@redant.com.

4. Chief Executive Officer 

When issues are not resolved through the above escalation routes then please contact Red Ant CEO, Sarah Friswell who will assess the complaint and determine what action is required to remedy the handling of the incident, and any further procedural changes that may be required. 

Any further questions, please reach out to our service desk at any time via the service request section of the portal, or contact your Client Director.