Audatex - a Solera company global provider of claims solutions

How does the Service Desk handle my call?

• All initial customer service and support calls should first be logged with the Service Desk quoting your Company reference number. You can do this by either calling on: 0118 923 5666 or emailing:

• If the Service Desk is unable to resolve your enquiry on the first call to us, we will provide you with a reference number

• Depending on the nature of the problem, your call will then be escalated from 1st to 2nd level, within the Service Desk, and if necessary onto a 3rd level support team for resolution

• Our service levels focus on answering 65% of your phone calls to us within 30 seconds, with an abandoned call rate of below 2% and an average wait time of less than 1 minute.

• Wherever possible we will aim to respond to and resolve 70% or greater of all Service Desk calls within 4 hours.

• If at any time you feel your call is not being handled appropriately then please invoke the escalation process below:

  1. In the first instance contact Iain Callaghan, Service Desk Manager by:
    Direct dial: 0118 923 5617
    Mobile: 07725 759760
  2. Then contact Nicola Mascard, Operations Director by:
    Direct dial: 0118 923 5612
    Mobile: 07841 065573

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Our email is monitored constantly, so why not send us an email if you donít need an immediate response to your query.


Call us on: 0118 923 5666

Network Assessments to: GBHQAE01

Call the Training Team on: 0118 923 5684

Opening Hours

Monday to Friday: 08:00-18:00
Saturday: 08:30-12:30

UK Bank Holidays: Closed

The Service Availability Hours:

Monday to Friday: 07:00-21:00
Saturday: 07:00-14:00

Excluding all bank holidays

Remote Support

Click here to launch a remote support session with the Service Desk

Data Warehouse

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Audatex (UK) Limited, The Forum, Station Road, Theale, Reading, Berkshire, RG7 4RA.
Registration No. 2058567 England.

BCMS 532229  / IS 525631
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