OUR COMPLAINTS PROCEDURE
Our Complaints Procedure
We always try to make sure things run as smoothly as possible for our customers. If you have a problem or are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.
If You Have a Complaint
Our Customer Service team is in the best position to deal with your complaint and should be the first people you contact. You can contact them by web, phone, or email
We’ll look into your complaint immediately and aim to sort the issue out as fully as we can within 5 working days. If something comes up that means it may take longer than this we’ll let you know.
If you’re unhappy with our decision, ask for one of our team managers to investigate further. A member of the management team will be in contact with you within 24 hours of escalating the complaint and will attempt to resolve any outstanding issues.
You will be regularly updated throughout the course of our investigation into your complaint as to where we are in providing our decision.
Please contact your Desk Based Account Manager or your Account Manager in the first instance.
Alternatively, please call
0330 332 2332.
You can contact our customer service team via firstname.lastname@example.org
Monday to Friday – 9am to 6pm
excluding Bank Holidays
Calls may be monitored or recorded for monitoring or security purposes.
We hope that we will have been able to sort out any problems by this stage. However, if you’re still not satisfied after speaking to one of our managers and you’d like an impartial review, ask them how you can get in touch with our dedicated Escalations Team.
You will need to provide:
Your name and address
Your mobile(s) or landline number(s) and account number(s)
Your preferred contact number (for broadband customers please confirm the address of the broadband installation)
As much detail as you can provide about the issue to help us understand more about the enquiry
A suggestion of what you’d like us to do to put things right
If you’ve had any previous correspondence relating to your complaint, any names of supervisors and team managers you’ve spoken to.
The team will review your complaint within 3 working days.
If we haven’t been able to sort things out within eight weeks, the ombudsman can review your complaint for free. Unless there is a deadlock situation, they won’t look at cases that are less than eight weeks old.
You can contact them directly:
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Textphone: 0330 440 1600