Birchills Telecom Ltd operates from 34 Green Lane, Walsall, West Midlands, WS2 8HB, UK. Telephone 01922 21 33 33. All contact can be made via Mr David Hill, Chairman.
Birchills Telecom provides business telephony solutions.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, we acknowledge that things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
The purpose of this Code is to inform customers of how we will deal with any complaint we receive
Birchills Telecom operates a ticketed support and help desk policy. All complaints, reports of non conformity and requests for help are handled using this system
If you have a complaint about any part of our service, please contact our team on 01922 21 33 33 or via email at support@birchills.net. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We will acknowledge your complaint as soon as practical. We will investigate the complaint fully and in detail before responding in detail. We will attempt to respond in detail to any complaint within 7 days of it’s receipt, however there may be occasions when we are unable to do so because we have been unable to resolve issues with third parties or technical issues. In any event we will seek to keep you informed as soon as practical.
If your complaint is not resolved to your satisfaction, you can refer it to the Chairman at the above address. If we cannot resolve the problem, we will write to you to say so. This letter is sometimes called a Deadlock letter. We may also suggest that we use the alternative dispute resolution procedure described below.
Under section 54 of the Communications Act, all Communication providers must provide customers with access to an independent dispute resolution procedure, should a customer be unable to resolve a dispute Birchills Telecom would use the CISAS scheme (Communications and Internet Services Adjudication Scheme).
Customers must give the company a chance to settle their complaint before applying to CISAS. Customers can apply to use CISAS if their complaint has not been settled within 8 weeks of first complaining to the company, or if the company has referred the customer to the scheme. An application form must be sent to CISAS within nine months of first complaint
The CISAS referral and procedures are at no cost to the customer.
You may contact CISAS as follows CISAS 24 Angel Gate, City Road, London EC1V 2PT T: 020 7520 3827 F: 020 7520 3829 E: info@cisas.org CISAS 24 Angel Gate, City Road, London EC1V
Note on Compliance With Ofcom Regulations.
This guide may accessed from the “Contact Us” page of our website