Introduction
At Better, we take all complaints seriously and aim to make the process as smooth and transparent as possible. This guide outlines the steps and options available for resolving complaints. If you intend to make a complaint, please clearly mark your correspondence as a complaint to avoid confusion with general queries or routine issues.
Step 1: Contact Customer Services
Your first step is to contact our Customer Service Team to discuss the issue.
• We will work with you via email, phone, or letter to address your concerns.
• To ensure we handle your complaint efficiently, we may request a formal letter or a detailed email explaining the issue.
• The team will provide updates upon request and aim to respond within 14 days.
In cases requiring third-party involvement, additional time may be needed to deliver a final response, but regular updates will be provided. Once a final response is sent, no further review will be conducted by the Customer Service Team unless additional information merits reconsideration.
Step 2: Escalate to a Director / Senior Manager
If the response from our Customer Service Team is unsatisfactory, you can request a review by a Director or Senior Manager.
• The Director/Senior Manager will review the complaint and provide a decision within 14 days.
• Ensure this step is initiated within one month of the final response under Step 1.
If a Director handled Step 1, Step 2 will still be followed, though the likelihood of a different outcome may be lower.
Step 3: Refer to Ombudsman Services
If you are dissatisfied after Steps 1 and 2, you can request a Deadlock Letter from us and escalate your complaint to the Communication Ombudsman, an independent dispute resolution service.
Contact Details for the Communications Ombudsman:
• Address: PO Box 730, Warrington, WA4 6WU
• Phone: 0330 440 1614
• Email: enquiry@commsombudsman.org
• Website: www.commsombudsman.org
The Ombudsman provides a fair and impartial review of unresolved disputes.
