Procedure for complaints handling
When you contact us we will normally ask you to give us the following information
- Company name.
- Name, contact phone number & postal address.
- Nature of complaint.
Once your complaint has been registered we will
- Respond to your complaint within 5 working days
- If it is not possible to resolve your complaint within 5 working days we will notify you as to when you can expect to receive a resolution to your complaint. We aim to resolve the complaint within 10 working days from the date that we received the said complaint.
- We will write to you once we have investigated the complaint and let you know the outcome.
If at the end of this procedure you feel that your complaint has not been addressed properly or we are unable to agree a solution and are at a deadlock, you may contact OTELO (Office of the Telecommunications Ombudsman). OTELO is an independent & approved service for dispute resolution and is able to resolve customer disputes. You can contact OTELO by clicking on the link at the top of this page.
If you feel that your complaint has still not been satisfactorily dealt with you may choose to contact OFCOM (Office of Communications)
Office of Communications
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0207 981 3000
Fax: 0207 7981 3333
email: contact@ofcom.org.uk
web: www.ofcom.gov.uk
Business Communications