PURPOSE
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.
SYSTEM
Birchills Telecom operates a 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. Should you wish to escalate it you may do so via our Simwood complaints page. Birchills is a wholly owned subsidiary of Simwood Group plc
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.
DEADLOCK LETTER
If your complaint is not resolved to your satisfaction wemay also suggest that we use the alternative dispute resolution procedure, described below.
INDEPENDENT RESOLUTION
All Communication providers must provide customers with access to independent dispute resolution procedures. Should a customer be unable to resolve a dispute Birchills Telecom would use the Ombudsman scheme.
Customers must give the company a chance to settle their complaint before applying to The Ombudsman. Customers can apply to use The Ombudsman scheme 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 The Ombudsman within nine months of first complaint.
The Ombudsman referral and procedures are at no cost to the customer.
You may contact The Ombudsman as follows:
Ombudsman Services: Communications
PO Box 730, Warrington WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org
Note On Compliance With Ofcom Regulations.
This guide may accessed from the Contact Us page of our website