Customer Complaints Procedure
At Talk UK we pride ourselves on providing you with an outstanding level of customer service. We make it our mission to understand your concerns and respond appropriately. Unfortunately, on occasion things can go wrong. On these occasions we strive to resolve these issues as quickly as possible and keep you updated along the way.
How to raise a complaint
If you have a query or complaint about any of your services, then please email firstname.lastname@example.org in the first instance and a member of our customer service team will contact you within 24 hours.
The customer service representative that you speak with, will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, can you please ensure that you have the following information ready when you call:
- Your mobile or landline phone number (for broadband customers please confirm the address of the broadband installation)
- A contact telephone number and email address, so we can keep you updated
- As much detail as you can provide about the issue to help us understand more about the enquiry
- What you feel we can do to resolve the matter
In the majority of cases we have found we can resolve your complaint at the first point of contact with us.
Once we have resolved your complaint, the details of your complaint will be reviewed and if we can identify any areas for improvement within the business we will take the necessary action. It is crucial that you understand we really appreciate your participation in this process and we will always be grateful for you taking the time to provide your feedback.
If you feel that customer service are not dealing with your complaint satisfactorily, you can escalate your complaint to director level by completing the form opposite.
If after 8 weeks you believe that your complaint has not been dealt with satisfactorily, you can contact the Ombudsman Service for independent advice via their website www.ombudsman-service.org