If you’re not happy with our service and would like to make a complaint, there are a number of ways to get in touch.
We aim to resolve all issues on first contact, but if we cannot we will escalate your call to a team manager. If the team manager cannot resolve the issue we will refer it to our dedicated customer relations team. In any event we will endeavour to resolve any complaint within one week. If we are unable to do so, we will notify you and provide weekly updates on progress.
If after eight weeks we still can’t resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.
You can find out more on their website at www.os-communications.org, email them at firstname.lastname@example.org or call them on 0330 440 1614 or fax them on 01925 430 049.
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