BEST COMMUNICATIONS CUSTOMER COMPLAINTS PROCEDURE

Best communications are committed to providing all our customers with an excellent level of service through your dedicated account manager. We understand that from time to time we may get it wrong, and if we do, we want you to feed it back so we can rectify things immediately and effectively. With this in mind, we have developed a Complaints Procedure which explains who you should contact and what to do if you have a complaint about Best Communications services. The Complaints Procedure is as follows:

HOW TO CONTACT US

If you would like to make a complaint about our service, we would request that you write to us at the below address clearly stating your area of concern;

Best Communications Ltd
Head of Customer Services
35 Brookhouse Road
Parkhouse Industrial Estate West
Newcastle-Under-Lyme
ST5 7RU

If you would prefer to contact us by phone initially we would request that you contact your account manager first on their mobile number. If you are unhappy with the response or service received please call our Customer Service Line on 01782 565034. Alternatively you can contact us on the General Office Line on 0845 603 8356 – All lines are open between 9am to 5.30pm Monday to Friday and your personal account manager will be contactable by email and phone (at their discretion) outside of he normal working hours. You may also contact us through the contact us page on our web site.

HOW YOUR COMPLAINT IS DEALT WITH

When you contact us, we will require you to give us certain details for us to process your complaint as quickly as possible;

• Account Name, Address and associated Mobile Numbers.
• Named Contact on Account.
• Complaint Details

As stated above, we prefer all our complaints to be handled in writing. This allows us to monitor the nature and timeframe surrounding the complaint, and enables the solutions to be audited effectively.

Once you complaint has been received it will be issued with a reference number that will be used in any further contacts made in relation to the said issue.

Best Communications is committed to high levels of customer service and will endeavour to resolve your complaint immediately upon fist contact. However, if this is not possible and we have to investigate your complaint further, we will acknowledge you complaint and out line the course of investigation we intend to take. Whatever the complaint, we intend to respond within 5 working days from when you notified us.

If you are unhappy with the way you complaint has been handled, you may contact the Connections Manager on any of the above contact details who will review your complaint and respond accordingly.

If after having contacted the Connections Manager you are still not satisfied in the way your complaint has been handled, you should ask for your complaint to be escalated to the ‘Head of Customer Services’ in writing.

We aim to have a final resolution on all complaints within 14 working days from when first notified, but more complex cases may take longer.

UNRESOLVED COMPLAINTS

If we have been unable to resolve your complaint within 28 working days from when first notified, we will send you a letter confirming this. This letter is normally referred to as a “Final Letter” or “Deadlock Letter” and will confirm that we are unable to resolve your complaint.

In the unlikely event that your complaint gets to this stage, you may wish escalate your complaint further to one of the following organisations. The Ombudsman is appropriate for small businesses, while Ofcom should be contacted if you are a larger organisation.

Telecommunications Ombudsman

The Telecommunications Ombudsman (Otelo) is a free and independent service which deals with complaints for residential and small business customer against member telecommunications companies.

Office of the Telecommunications Ombudsman
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL
0845 050 1614
enquires@otelo.org.uk
www.otelo.org.uk

Office of Communications (Ofcom)

The Office of Communications (Ofcom) is a Government body set up to monitor and regulate the telecommunications industry within the UK.

Office of Communications (Ofcom)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
0845 456 3000
contact@ofcom.org.uk
www.ofcom.gov.uk