Complaints Procedure

Better Comms (VOIP) Limited

Telephone House, 18 Christchurch Rd, Bournemouth BH1 3NE, UK

Main Number:

03301183069

w:better-comms.co.uk

Support@better-comms.co.uk

Introduction: At the outset it’s important to note that we take all complaints very seriously and will endeavour to make the process as smooth and transparent as possible. We will detail all the key steps and options. If a customer intends to make a complaint, then any correspondence should be clearly marked as a complaint to avoid any confusion with a general question or day to day issue.

Step 1:

The first step for any complaints would be to contact the Customer Service Team to discuss your reasons for wishing to make a complaint. The Customer Services Team will work with the customer using email, letter and phone calls to resolve any issues. The Customer Service Team would normally ask for a formal letter or clear email detailing the reasons for the complaint so that it can be dealt with efficiently. The Customer Services Team will provide an update upon request and will aim to provide a response within 14 days of the complaint being raised. The Customer Services Team may review their initial response and deal with any further questions if more information is provided which merits a review of the initial response, however if a final response is sent then there will be no further review by the Customer Service Team. Any investigation involving a third party may need further time for the final response to be sent but updates would be provided.

Step 2:

Should you feel the final response from our Customer Service Team is unsatisfactory, you can ask that the complaint is reviewed by a Director / Senior Manager. The Director / Senior Manager that reviews the case will make their decision and contact you. Please allow 14 days for Step 2 to take place and please initiate Step 2 before a month has elapsed from the final response under Step 1. In the instance that Step 1 was completed by a Director then Step 2 would still be followed but the likelihood of a different position is low.

Step 3:

If Step 1 and 2 above have been completed and you remain unsatisfied then you can request a Deadlock Letter from the Customer Services Team / Company and make a complaint to Ombudsman Services: Communications of which we are a member:

Ombudsman Services: Communications

PO Box 730, Warrington, WA4 6WU

Telephone: 

0330 440 1614enquiry@commsombudsman.orghttps://www.commsombudsman.org/ 

The Ombudsman Services: Communications is an independent alternative dispute resolution scheme.