On occasionally our service may fall short of the high standards we set ourselves and if this happens we want to know so that we can continue to improve. We aim to resolve your complaint at each step of the process but, where this is not possible, you are able to escalate to the next level. You can raise a complaint by phone, e-mail or letter.
Step 1 In the first instance, we ask that you contact a member of staff in the department most relevant to your complaint:
Our Contact Us pages list the contact numbers for our customer facing departments. If you are unsure which department to contact, please call 01405 765782 in the first instance.
An adviser will take all relevant information regarding your complaint, investigate thoroughly and, where possible, resolve the issue directly. If your complaint can’t be dealt with by the team you initially contact, they will pass your complaint to the appropriate team.
Step 2 In most cases, no further action will be necessary. However, if we are unable to resolve your issue to your satisfaction, you can escalate your complaint to the department’s team leader.
- If your complaint is made by phone, you will receive a call back within 1 working hour
- If your complaint is made by email we aim to respond to you within 1 working day
- We will investigate your complaint further and will provide updates at a frequency agreed with you until your issue is resolved.
Step 3 If you are not satisfied with the resolution or explanation provided you can escalate your complaint to the relevant department manager who will respond within 1 working day. Further investigations will be carried out and we will continue to provide updates at a frequency agreed with you.
Step 4 If you are not satisfied with the department manager’s response you are able to escalate your complaint to the corresponding Operations Manager or Financial Controller who will respond within 3 working days of receipt.
Step 5 If your complaint remains unresolved, we will give you details to enable a complaint to be made to our Managing Director who will respond within 5 working days.
Alternative Dispute Resolution (ADR) process
If at any time during this process you are not satisfied with the progress of your complaint you can ask us to agree an early referral to our Alternative Dispute Resolution (ADR) process and we will issue you a “deadlock” letter. This will allow you to apply to CISAS (Communications and Internet Services Adjudication Scheme). CISAS is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement so that the issue can be resolved. (We may decline to provide a deadlock letter if we do believe we will shortly resolve your complaint and are taking active steps to do so)
If your complaint is not settled within 8 weeks, you can take your complaint to CISAS without the need for a deadlock letter.
You will need to contact CISAS directly as we are unable to start this process for you:
CISAS International Dispute Resolution Centre 70 Fleet Street London EC4Y 1EU
Telephone: 020 7520 3814 Fax: 020 7520 3829 Email: email@example.com
If you have any queries about our complaints process, please contact our Customer Services Team on 01405 765782 or by e-mail at firstname.lastname@example.org
Alternatively you can write to:
109 Boothferry Road