Our complaints and escalation procedure
We are committed to providing all customers excellent service but in the unlikely event that you feel a complaint must be raised, we have detailed the steps that should be taken to achieve this.
HOW DO I COMPLAIN
- Step 1 - Get in touch
You should firstly talk to us, you can do this by phone, portal or letter. We would always recommend phone or portal as these options are in real, or near real time and allow us to start investigating the matter right away. Please ensure you have the information relevant to your complaint such as:
- the date the problem occurred;
- when you first raised this to us including any dates you have called or raised the request in the portal;
- what you would like us to do to put things right.
We endeavour to acknowledge your complaint within 1 working day and will aim to provide a resolution within 3 working days. In the event of more complex issues, we may require longer to do this and we will let you know if this is the case.
- Step 2 - Escalate to a manager
If the complaint has not been resolved to your satisfaction, you can then raise the matter to a complaints manager who will review all the information provided and aim to reach a resolution within 10 working days.
This should be addressed to us as follows:
- Complaints Manager
uno Communications Ltd.
Unit 3 Newton Business Centre
Newton Chambers Road
Please include your name, address and your contact preference; if you would like this via phone, email or letter.
- Complaints Manager
- Step 3 - Internet Service Providers Association (ISPA)
If after involvement from a manager your complaint remains unresolved, you can raise the complaint with the ISPA.
The ISPA will review the complaint independently of us.
This ISPA can be contact as follows:
- 020 3397 3304
- Step 4 - Ombudsman Services Communications
If we have been unable to resolve your complaint within 8 weeks of you raising this with us, or the situation has reached deadlock and you have been issued with a deadlock letter from us (meaning there’s nothing more we can do to solve your complaint) and the ISPA have not upheld your complaint, then you can contact the Ombudsman Services Communications.
You must have followed the previous steps otherwise you may be referred back to us to allow us the opportunity to resolve any complaint.
You can request a deadlock letter at any time after you initially log the complaint with us, but there is no obligation for us to provide one to you if we are continuing to work and resolve your complaint.
The ombudsman are limited in what and who they can deal with. They cannot deal with:
- "non-customers" that fall outside of definition of a customer as per section 405 of The Communications Act 2003 after the contract has finished where the complaint refers to issues arising after such time;
- products or services that are not bought or rented from uno;
- the location of telegraph poles and mobile phone masts;
- cable and wiring inside your property;
- the content of internet sites, advertisements, calls, emails, SMS (texts) or any other type of message;
- problems that are already being dealt with by the courts or other complaints procedures;
- employment and staff issues at uno;
- complaints that are considered to be malicious or unjustified;
- commercial decisions made by uno about whether to provide a product or service, and the terms under which they maybe provided;
- certain businesses above set staff and financial thresholds; and
- disagreements between communications companies.
The Ombudsman Services Communications will review the complaint independently of us. As part of resolving your complaint the Ombudsman Services Communications may ask us to issue an apology. They can also ask us to take remedial action and ask us to award compensation. Any decision the Ombudsman Services Communications makes will be binding on us but not you. This allows to you seek further advice where required.
This ombudsman can be contact as follows:
- 0330 440 1614
- Ombudsman Services Communications
PO Box 730
Whilst we are very good at resolving issues when they occur, such as with connectivity services, there is often a third party that all communications providers are reliant upon. We will be honest when such issues occur and who is at fault. Sometimes there may be faults caused by major issues such as technical failure or natural disaster and we will aim to resolve these as quick as possible. A complaint cannot force us to provide a working service in a situation when this would be temporarily impossible, but we can always offer an apology and compensation in certain circumstances. Likewise, it cannot force us to provide a service where we have deemed we cannot, or continue to do so and have provided notice as per the agreed terms.
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