0330 3322 332
In case of an emergency (evenings and weekends only) please call 07879 444 442.
If you have any queries or complaints about any of your services, then please complete the forms to the right and a member of our account management team will contact you within 24 hours.
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.
Telephone: 0330 3322 332
Emergency Out Of Hours: 07879 444 442
Ombudsman Services: Communications
Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a Deadlock letter. If you have not received a Deadlock letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to Talk UK.
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.