We make every effort to ensure that our customers are happy with the level of service they receive from us. However, despite our best efforts, we acknowledge that things can occasionally 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.
We operate 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 do not hesitate to contact our support team. 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 its 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 ask for it to be escalated to a senior manager. If we still cannot resolve the problem, we will write to you to say so. We may also suggest that we use the alternative dispute resolution procedure described below.
As a requirement of our General Authorisation to provide a Public Electronic Communications Service, all Communication providers must provide customers with access to an independent dispute resolution procedure, should a customer be unable to resolve a dispute [BRAND (a trading name of [entity])] would use CISAS.
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 6 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 you first raising the issue with us.
CISAS referral and procedures are at no cost to the customer.
You may contact CISAS as follows
The easiest way is to use their on-line portal at https://www.cedr.com/consumer/cisas/make-a-complaint/
You can e-mail them at cisas@cedr.com or call at +44(0)20 7520 3814