This Code sets out how you may raise a complaint in respect of any aspect of the service we provide and as to the procedure we will then follow. Please let us know if you suffer from any disability so that we can do whatever we reasonably can to make this Code and its procedures accessible to you.
This Code was last updated on 12th April 2018.
1. In the event that you have a complaint, you may complain to us using any one of the following three low-cost options:
a. By calling us on 08000 247247;
b. By emailing us: email@example.com;
c. By writing to us at the following address: Telecoms House, 4 Sheepscar Court, Leeds LS7 2BB.
2. We will acknowledge receipt of your complaint in writing as soon as reasonably possible.
3. In order to address your complaint, we may need to ask you a few questions. If so, it would be helpful to us, if when making your complaint, you could let us have an indication of how we may contact you eg: by email, post or by telephone.
4. Following receipt of your complaint we will investigate the same as quickly as reasonably possible and would aim to respond in writing with a preliminary finding or resolution not later than four weeks from the date of our receiving your complaint. Please bear with us as it can on occasion take a little while for us to consider all relevant facts and circumstances.
- We have genuine and reasonable grounds for considering that your complaint has been resolved in a timely manner and subsequently take active steps to do so; or
- It is reasonable for us to consider your complaint to be vexatious, or
- The subject matter of the complaint is outside the jurisdiction of our Alternative Dispute Resolution Scheme, Ombudsman Services
you may require us at any time to write to you in the terms set out in paragraph 8 a. b. and c. below.
6. If we are unable to resolve your complaint to your satisfaction within eight weeks of the date your complaint was first brought to our attention, we will write to you by letter or email informing you of that fact. When doing so and unless it is reasonable to consider your complaint to be vexatious or the subject-matter of the complaint is outside the jurisdiction of Ombudsman Services, we will inform you that you then have the right to refer your complaint to Ombudsman Services. Ombudsman Services contact details are:
Phone: 0330 440 1614
Textphone: 0330 440 1600
Post: Ombudsman Services – Communications, PO Box 730, Warrington WA4 6WU
7. We may continue to work on your complaint, notwithstanding that you may have chosen to refer your complaint to Ombudsman Services.
8. We may at any time write to inform you that we have been unable to resolve your complaint to your satisfaction and have exhausted our internal complaints process. For example:
- We may feel we have done everything we can to help you;
- We may be unwilling or unable to give you what you are requesting, for example a product, service or financial reward;
- We may reasonably assess your complaint to be vexatious;
- We may feel there isn’t reasonable cause for the complaint eg: where you are unhappy with something covered in the terms and conditions that you agreed to; or
- We may feel that you have been very persistent and where neither you nor us are willing to change their position and that this is impacting on our resources.
If we conclude that we will not take your complaint further, we will explain in writing (letter or email):
a. What we cannot agree and why;
b. That this is our final position;
c. That you then have the right to refer your complaint to Ombudsman Services if you want to and that should you do so, then we will be agreeable to the same. You have up to 12 months from the date we inform you that we have been unable to resolve your complaint in which to refer the matter to Ombudsman Services.