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
In the first instance you should always contact the account management team.
The account manager you speak to 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 fairly 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 remain unhappy with the resolution being offered by the member of the account management team, you can request that this is escalated to the head of account management. Where appropriate they will feed back the information to the member of the team you dealt with to complete the resolution process. In some circumstances it will be necessary for the head of account management to make contact with you directly and in these cases you will be informed that this is going to take place. In the rare circumstance that this process has not resolved the complaint, the specifics will be passed to a company director to make a final decision. The response from the director will be fed back through the head of account management. In some cases where needed a director will make contact with you directly, again you will be notified this is the process that will take place.
You are able to contact our account management team by
Telephone: 0330 332 2332
or by completing the form to the right of this page